Manager Software Engineering - AWS Connect, AI Agents

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 a culture guided by inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.

We are seeking an experienced Lead Amazon Connect Developer to drive the design, development, implementation, and support of enterprise-scale contact center solutions on Amazon Connect. The ideal candidate will have deep expertise in Amazon Connect, AWS services, contact center integrations, digital customer engagement, and cloud-native application development.

The role requires strong technical leadership, solution design capabilities, hands-on development experience, and the ability to mentor teams while delivering scalable and reliable customer engagement solutions across digital channels.

Primary Responsibilities:

• Technical Leadership
  • Lead the design and implementation of Amazon Connect solutions for customer and agent experiences
  • Provide technical leadership to development teams and guide solution architecture decisions
  • Conduct design reviews, code reviews, and ensure adherence to engineering best practices
  • Mentor and support junior developers and engineers
• Amazon Connect Development
  • Design, develop, and maintain Amazon Connect Contact Flows, Customer Flows, Transfer Flows, and Routing Logic
  • Configure and manage Queues, Routing Profiles, Hours of Operation, Security Profiles, and Agent Experiences
  • Implement advanced routing solutions using contact attributes, customer profiles, and business rules
  • Build integrations with third-party systems and enterprise platforms
• AWS Development Integration
  • Develop serverless applications using AWS Lambda
  • Build and integrate APIs using API Gateway and RESTful services
  • Work with DynamoDB, S3, SNS, SQS, EventBridge, IAM, Secrets Manager, and CloudWatch
  • Design scalable and secure cloud-native solutions following AWS best practices
• Digital Customer Engagement
  • Support digital engagement channels including Chat, Messaging, SMS, Email, and WhatsApp
  • Build and enhance customer self-service capabilities
  • Integrate conversational AI and chatbot solutions with Amazon Connect
• Production Support Operations
  • Lead production deployments and release activities
  • Perform root cause analysis and resolve critical production issues
  • Monitor application health, performance, and operational metrics
  • Support on-call activities and ensure platform stability and reliability
• Comply with all applicable Company policies, procedures, and business directives, changes including those relating to work location, team assignments, work schedules, and flexible work arrangements

Required Qualifications:

• Bachelor's or Master's degree in Computer Science, Information Technology, Engineering, or a related discipline
• 8+ years of overall software development experience
• 4+ years of hands-on experience with Amazon Connect
• Solid experience with AWS cloud services and enterprise application integrations

Preferred Qualifications:

• AWS Certified Developer Associate
• AWS Certified Solutions Architect Associate/Professional
• Amazon Connect Specialty experience
• Experience implementing large-scale cloud contact center solutions
• Experience with Amazon Lex and conversational AI platforms
• Experience integrating Amazon Connect with CRM and enterprise applications
• Experience with Amazon Bedrock, Generative AI, and AI-powered customer engagement solutions
• Experience migrating contact center platforms from Genesys, LivePerson, NICE, or similar platforms to Amazon Connect
• Knowledge of Agile/Scrum delivery methodologies

Leadership Competencies

• Experience managing technical delivery in enterprise environments
• Solid stakeholder management and communication skills
• Ability to lead multiple projects and priorities simultaneously.
• SOlid analytical and problem-solving capabilities.
• Ability to work collaboratively across Architecture, Product, QA, Operations, and Business teams

Required Technical Skills

• Amazon Connect
  • Amazon Connect Administration
  • Contact Flows Customer Flows
  • Chat and Messaging Implementations
  • Routing Profiles Queue Management
  • Agent Workspace Configuration
  • Customer Profiles
  • Amazon Connect APIs
  • Contact Attributes Routing Strategies
  • Transfer Escalation Flows
• AWS Services
  • AWS Lambda
  • API Gateway
  • DynamoDB
  • Amazon S3
  • Amazon SNS
  • Amazon SQS
  • Amazon EventBridge
  • Amazon CloudWatch
  • IAM
  • Secrets Manager
  • KMS
• Development Skills
  • Node.js or Python
  • REST APIs and Microservices
  • JSON
  • Git/GitHub
  • CI/CD Pipelines
  • Infrastructure as Code (Terraform or CloudFormation)

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.