Sr Software Engineer – Remote

Optum is a global organization that delivers care, aided by technology to help millions of people live healthier lives. The work you do with our team will directly improve health outcomes by connecting people with the care, pharmacy benefits, data and resources they need to feel their best. Here, you will find talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together.

 

Information is the lifeblood of the healthcare industry—everything depends on it. At Optum Insight Technology & Engineering, you’ll help us work on streamlining the flow of information between payers, healthcare providers and various other stakeholders to deliver the right insights to the right places at the right times, driving better outcomes for patients, reducing friction in the health system and lowering costs. Every day our work directly impacts the world for the better, in meaningful and profound ways.  

 

We live in a time of unprecedented technical capability and possibility. Health care is at a pivotal point in this journey where even small gains can lead to major transformation. You could be a part of that – you have tremendous skill and the potential to make a lasting impact. Optum Insight Technology is uniquely positioned to bring your skills to bear on these pressing and life-changing technical challenges. The health care industry has an immediate need for your drive, innovation, passion and technical insight. Help us help the millions of people we serve each day.

 

We are looking for a versatile and technically skilled AI/ML Software Engineer to support our SaaS-based contact center solutions while also leading vendor product assessments. This role involves developing and maintaining AI-driven features, providing advanced product support, and evaluating third-party vendor offerings to ensure alignment with business and technical standards.

 

You’ll enjoy the flexibility to work remotely * from anywhere within the U.S. as you take on some tough challenges.

 

Primary Responsibilities:

Vendor Assessment:

• Conduct thorough assessments of potential and existing vendors based on predefined criteria including product quality, financial stability, compliance, and delivery capabilities
• Collaborate with procurement, legal, and technical teams to define evaluation frameworks and scoring models
• Analyze vendor product features, performance metrics, and integration capabilities
• Review technical documentation, certifications, and security practices
• Conduct risk analysis including cybersecurity, operational, and reputational risks

 

AI/ML Engineering:

• Evaluate models for speech analytics, sentiment detection, and call routing optimization
• Develop and fine-tune NLP models for chatbots, virtual agents, and automated ticket classification
• Implement generative AI solutions to improve customer interactions and support workflows
• Monitor model performance and retrain using feedback loops and real-world data

 

SaaS Product Support:

• Provide Tier 2/3 technical support for AI-powered contact center products
• Diagnose and resolve customer-reported issues related to ML features and integrations
• Collaborate with engineering and product teams to address recurring issues and improve product stability
• Maintain internal knowledge bases and contribute to documentation for AI features

 

Operational Excellence:

• Create and manage prompt libraries and evaluation frameworks for LLMs
• Track KPIs related to AI performance, customer satisfaction, and resolution rates
• Participate in product design reviews and provide feedback on AI/ML feasibility and scalability

 

You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Required Qualifications:

• 2+ years of experience with contact center platforms (e.g., Genesys, NICE, Five9)
• 2+ years of experience in vendor management, product evaluation, or procurement
• 1+ years of experience with SaaS platforms, REST APIs, and cloud services (AWS, Azure, GCP)
• 1+ years of prompt engineering, model evaluation, and data pipelines

 

Preferred Qualifications:

• Bachelor’s or Master’s in Computer Science, AI, or related field
• Experience working with LLMs, NLP, and speech processing 
• Familiarity with SQL, Tableau, and data visualization tools

 

*All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy.

 

Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits re subject to eligibility requirements). No matter where or when you begin a career with us, you’ll find a far-reaching choice of benefits and incentives. The salary for this role will range from $89,800 to $160,600 annually based on full-time employment. We comply with all minimum wage laws as applicable.

 

Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.

 

At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone–of every race, gender, sexuality, age, location and income–deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes — an enterprise priority reflected in our mission.

 

 

UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.

 

UnitedHealth Group is a drug – free workplace. Candidates are required to pass a drug test before beginning employment.