Primary 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
Required Qualifications:
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
Preferred Qualifications:
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
*All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy.
Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with us, you’ll find a far-reaching choice of benefits and incentives.
The salary for this role will range from $91,700 to $163,700 annually based on full-time employment. We comply with all minimum wage laws as applicable.
Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.
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.
UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.