UnitedHealth Group, through Optum, is looking for a Principal Architect to own the end-to-end voice solution architecture for Amazon Connect. You will design integrations, drive operational readiness, and shape the contact center experience.
What You'll Do
- Own the end-to-end voice solution architecture for Amazon Connect, including IVR/contact flows, prompts, routing strategy, queues, and contact attributes.
- Design and deliver integrations between Amazon Connect and enterprise systems like CRM, customer data, and identity platforms.
- Build and optimize self-service voice experiences including graceful fallback to DTMF, agent transfer, and error handling.
- Implement speech analytics and quality insights to enable actionable reporting and continuous improvement.
- Define and socialize reference architectures, standards, and reusable patterns for Connect implementations.
- Establish infrastructure-as-code and CI/CD approaches for Amazon Connect and dependent AWS resources.
- Partner with Product, Engineering, Security, and Contact Center Operations to translate business outcomes into technical designs and delivery plans.
- Ensure solutions meet security, privacy, and compliance needs including least-privilege access, encryption, and PII handling.
- Drive operational readiness with monitoring, dashboards, runbooks, and capacity planning for stable 24x7 voice experiences.
- Continuously evaluate and adopt new Amazon Connect capabilities and best practices.
What We're Looking For
- 5+ years designing and delivering contact center, IVR, or voice solutions in production environments.
- 3+ years of hands-on experience implementing Amazon Connect voice with at least one end-to-end rollout.
- 3+ years of experience with telephony fundamentals like PSTN concepts, number provisioning, and SIP.
- Experience designing conversational/self-service experiences using Amazon Lex or equivalent for voice interactions.
- Experience with AI in engineering workflows, using it to accelerate modernization and improve developer productivity.
- Ability to run technical workshops, produce architecture artifacts, mentor engineers, and influence cross-functional stakeholders.
- Solid troubleshooting mindset with demonstrated ownership of production support and root cause analysis.
Nice to Have
- Bachelor’s degree in Computer Science, Engineering, or related field (or equivalent practical experience).
- Hands-on experience with Amazon Connect Contact Lens.
- Experience embedding the Amazon Connect CCP/agent experiences into custom applications.
- Experience with data pipelines for contact center reporting.
- Experience implementing infrastructure-as-code with CDK, CloudFormation, or Terraform and CI/CD pipelines.
- Experience operating in regulated or high-compliance environments and designing for privacy-by-default.
- Ability to architect cross-channel experiences that minimize customer effort across chat and voice.
- Proven excellent communication skills to translate between contact center operations and engineering.
Technical Stack
- Amazon Connect, IVR, Amazon Lex
- AWS, CRM, SIP
- CDK, CloudFormation, Terraform, CI/CD
Team & Environment
You will partner with Product, Engineering, Security, and Contact Center Operations teams.
Benefits & Compensation
- Comprehensive benefits package
- Incentive and recognition programs
- Equity stock purchase
- 401k contribution
- Annual compensation range: $134,600 to $230,800
Work Mode
This role is remote and open to candidates located in the United States.
UnitedHealth Group is an Equal Employment Opportunity employer. Qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, protected veteran status, or any other characteristic protected by applicable laws.
