Contact Center Enterprise Solutions Architect

5 days ago

Minneapolis, Minnesota, United States UnitedHealth Group Full time

About Optum

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.

We strive to foster a culture guided by diversity and inclusion, where talented peers, comprehensive benefits, and career development opportunities come together to make a positive impact on the communities we serve.

About This Role

As the Contact Center Enterprise Solutions Architect, you will be responsible for developing and driving long-term architectural strategy for contact center capabilities in alignment with business objectives and customer experience goals.

You will bring solid healthcare and regulatory experience to the role, facilitating product capability strategy and supporting strategic architecture planning and transformation.

Your Key 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

Your Qualifications

We are seeking an experienced professional with:

  • 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 experience, 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 Salesforce, Pega, Genesys and/or Amazon Connects

About Working at UnitedHealth Group

We offer a competitive salary range of $145,000 - $170,000 per year, depending on your qualifications and experience. Additionally, you'll enjoy a comprehensive benefits package, including medical, dental, and vision insurance, 401(k) plan, paid time off, and more.

What We Offer

UnitedHealth Group is committed to creating a diverse and inclusive work environment that fosters growth, innovation, and excellence. We offer:

  • A dynamic and supportive team environment
  • Opportunities for professional growth and development
  • A comprehensive benefits package
  • Paid time off and flexible work arrangements

How to Apply

Please submit your resume and cover letter to apply for this exciting opportunity. We look forward to hearing from you

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