Contact Center Enterprise Architect

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 they need to feel their best. Here, you will find a culture guided by diversity and inclusion, 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.

As the Contact Center Enterprise Architect, you will develop and drive long-term architectural strategy for contact center capabilities in alignment with business objectives and customer experience goals. Bringing solid healthcare and regulatory experience to the role, you will facilitate product capability strategy and support strategic architecture planning and transformation as well as define and enforce architectural principles, standards, and best practices to ensure consistency, maintainability, and interoperability. Additionally, you will provide thought leadership and guidance on AI/ML technologies for contact centers, work effectively in a highly matrixed organization with minimal supervision, and foster a close partnership with contact center operations teams to improve operational efficiency and customer satisfaction. It is essential for success in this role to stay up-to-date with industry trends and advancements in contact center tech and recommend innovative solutions.

Primary Responsibilities:

• Collaborate with stakeholders to define and communicate the strategic roadmap for transforming contact center architecture, ensuring alignment with business goals
• Lead the discovery process to analyze the current state, identify gaps, and explore innovative solution options to address business needs
• Work across organizational boundaries to resolve dependencies and prioritize conflicting objectives to accelerate architecture decisions
• Champion the adoption of disruptive technologies and lead strategic initiatives such as omnichannel integration, AI-driven self-service, and personalized customer interactions
• Provide expert insights on industry trends, technology advancements, and market dynamics to influence and support strategic business decisions
• Guide the development and implementation of architectural frameworks, blueprints, and documentation, particularly for AI/ML solutions, to enhance system functionality and customer experience
• Drive cost optimization by evaluating and selecting efficient vendors, tools, and technologies while simplifying and standardizing the contact center ecosystem
• Offer strategic and tactical architectural guidance to delivery teams, ensuring robust implementation of projects
• Troubleshoot architectural issues, deliver recommendations, and prepare materials for Architectural Review Boards to maintain system integrity and compliance
• Mentor junior architects and facilitate effective communication between technical teams and non-technical stakeholders to foster a collaborative environment

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:

• Bachelor's degree in computer science, information systems or STEM related field
• 8+ years of enterprise and solution architecture experience including execution based on business and product strategy
• 6+ years of full lifecycle software engineering experience using waterfall or agile frameworks
• 3+ years of experience driving cross-functional, matrixed project teams
• 3+ years of experience executing customers' product roadmaps and linking defined problems to roadmap priorities
• 3+ years of contact center solution architect, with solid focus on architecture design, implementation and support of cloud contact center solutions
• 2+ years of hands-on experience on contact center technology like Salesforces, Pega, Genesys or Amazon Connects

Preferred Qualifications:

• Knowledge of Cloud Contact Center (CCaaS) providers (e.g., Webex, Amazon, NICE, Genesys, RingCentral, Five9, etc.)
• Solid knowledge of healthcare, regulatory environment, and contact center technology applications
• Expertise in designing and delivering solutions that align with enterprise architecture standards, including contact center technologies
• Deep understanding of AI technologies, including NLP, machine learning frameworks, and AI-driven analytics
• Proficiency in breaking down complex topics into meaningful and easily understandable information
• Proven solid communication skills, with the ability to articulate problems through written, verbal, and presentation materials
• Proven excellent interpersonal skills, with the ability to lead discussions and meetings with customers at both business and technical levels, while working effectively in a global team environment

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.

Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

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