Senior AI/ML Engineer-Conversational AI Engineer

Design and scale voice & chat conversational AI solutions using Amazon Lex, Dialogflow (ES/CX), and Google CX / Agent Studio, with strong focus on engineering excellence across CCaaS integrations, Agile delivery, and AI-assisted development.

Key Responsibilities

• Build and deploy voice bots/chatbots (Lex, Dialogflow, CX)
• Design intents, entities, flows, and multi-turn conversations
• Integrate bots with backend systems via APIs, webhooks, microservices
• Enable voice-first capabilities (STT/TTS)
• Integrate with CCaaS platforms (Amazon Connect, Google CCAI, Genesys, NICE, etc.) for:
  • Call routing, IVR automation, and agent handoff
  • Real-time voice interactions and escalation workflows
• Leverage AI tools (Copilot, GenAI) for development, testing, and flow automation
• Manage model lifecycle (training, deployment, monitoring, tuning)
• Optimize bots using analytics, logs, and feedback loops
• Ensure low latency, high availability, and seamless human handoff

Engineering & Delivery

• Apply clean code, modular design, and best practices
• Implement CI/CD, automated testing, and DevOps pipelines
• Enable observability (logging, monitoring)
• Work in Agile/Scrum, delivering iterative releases
• Own end-to-end lifecycle: build → deploy → operate → optimize

Required Skills/Experience

• Hands-on experience with:
  • Amazon Lex, Dialogflow ES/CX, Google CX / CCAI
• Experience with CCaaS integrations (Amazon Connect, Genesys, NICE, etc.)
• Strong understanding of:
  • NLP, conversational design, voice UX
• Programming: Python / Node.js / Java
• Experience in APIs, cloud (AWS/GCP), CI/CD
• Familiarity with AI-assisted development & prompt engineering
• Knowledge of model lifecycle & deployment

Preferred

• Exposure to LLMs, RAG, GenAI architectures
• Experience in enterprise contact center transformations
• Knowledge of Docker/Kubernetes

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.