Note: The job is a remote job and is open to candidates in USA. Optum is seeking a Senior AI/ML Engineer to support cloud-based contact center modernization. The role leads migrations to Google Dialogflow and Amazon Connect/Lex, designs reliable voice bot and IVR solutions, establishes DevOps practices, builds automation tooling, and operationalizes responsible AI governance.
Responsibilities
- Lead cloud migrations of traditional voice contact center capabilities from legacy platforms to Google Dialogflow and Amazon (Connect/Lex) solutions, partnering across engineering, platform, and business teams
- Own solution design and delivery for cloud-based contact center components (voice bot/IVR workflows, orchestration/integrations, deployment patterns), ensuring production readiness end-to-end
- Rapidly learn and apply new ecosystem patterns to accelerate bot + IVR modernization—adapting to evolving requirements and scaling reusable approaches across workstreams
- Drive cross-functional execution: collaborate with Platform/Steering/CCaaS teams, SRE/Operations, QA/Perf, and business stakeholders to align dependencies and deliver outcomes
- Establish and evolve DevOps best practices for build/release automation, observability, and environment hygiene using modern CI/CD and source control practices (e.g., GitHub-based workflows)
- Build and enhance automation tooling, including the Bot Certification Tool, to streamline governance, compliance workflows, and developer productivity across contact center engineering
- Engineer for reliability, scalability, and security: design with least-privilege, resilient architectures, performance considerations, and solid operational monitoring for production voice experiences
- Partner with SI vendors and internal teams to define deliverables, execute migration plans, and ensure value realization through measurable outcomes
- Operationalize “Responsible AI” by supporting a Machine Learning Review Board approval process—embedding governance, traceability, and risk controls into AI/LLM-enabled solutions
Skills
- 3+ years of experience building and operating cloud-native solutions with DevOps practices (CI/CD, automated testing, release management, and monitoring) in production environments
- 3+ years of experience delivering digital contact center/channel solutions at scale (Voice Bot, Chat Bot or related orchestration/integrations) with production support accountability
- 3+ years of experience implementing AI/ML capabilities, including practical exposure to LLM-enabled features (prompting/guardrails, evaluation, monitoring, or governance) in enterprise settings
- 3+ years of hands-on experience with AWS and/or GCP, including cloud architecture fundamentals
- 3+ years of experience building modern applications and services using React and Python/JavaScript/NodeJS, including microservices or micro-app patterns
- Demonstrated ability to quantify engineering and operational tradeoffs (cost, reliability, performance, and maintainability) and communicate those decisions to stakeholders
- Proven track record of innovation/optimization in established bot or IVR landscapes—e.g., automation accelerators, reusable frameworks, or delivery improvements that reduce cycle time or risk
- Proven solid cross-functional collaboration skills including experience working with platform teams, product/business partners, and SI vendors to deliver outcomes
- Direct experience with Amazon Lex / Amazon Connect and/or Google Dialogflow implementations for enterprise voice workflows
- Experience building internal developer platforms/tools (e.g., governance workflows, certification pipelines, UI-driven tooling)
- Experience supporting large-scale voice modernization programs (migration roadmaps, dependency management, operational readiness)
- Experience with networking, IAM/security controls, observability, and reliability patterns
Benefits
- A comprehensive benefits package
- Incentive and recognition programs
- Equity stock purchase
- 401k contribution
- Remote work arrangement, subject to UnitedHealth Group’s Telecommuter Policy
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