Contact Center Systems Engineer

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 diversity and inclusion, talented peers, comprehensive benefits and career development opportunities.

Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together.

Primary Responsibilities

Our project teams are frequently required to design solutions to business problems that involve new and complex integration patterns with other internal UHG technology platforms. The solution architect works in the initial stages of the discovery and design process to understand what is needed and what is possible. The role involves:

• Managing toll free and DID numbers (new orders, changes, decommissioning)
• Building and adjusting inbound call flows to route calls to the correct queue/agent/skill group
• Supporting IVR messages, voicemail scripting, and urgent recording updates via TTS and/or wave files
• Managing user accounts in contact center systems, including access control, skills, queues, and profile updates
• Configuring and monitoring outbound dialer campaigns end to end including caller ID, and spam mitigation
• Standardize contact center settings such as call scripts, call types, routing rules, favorites, and screen pops
• Creating and maintaining clear documentation and change control of system config, processes, and handoff
• Working with other SMEs to troubleshoot, resolve, RCA, and document support tickets and configuration issues
• Partnering with QA, workforce management, training, operations, and business to align on requirements
• Providing quick turnaround for business requests while maintaining quality output and a manageable backlog
• Performing other related duties as assigned

What skills/attributes are a must have:

• Bachelor’s degree or equivalent in an Information Technology related field
• 5+ years’ experience in system administration or development of contact center systems
• 5+ years hands-on experience with at least one of the following systems, including the associated technologies:
• Amazon Connect (AWS Lambda, Lex, IAM, CloudWatch, S3)
• Genesys Engage On-Prem (URS, IRD, GAX, GRAT, Composer, WWE)
• 5+ years understanding of telephony concepts including VoIP, SIP, SIP Clusters, and SBCs
• 5+ years’ experience in designing and building call flows and routing concepts within contact center systems
• 5+ years’ experience supporting inbound, outbound, and multi-channel operations
• Proficiency with Microsoft business tools: SharePoint, OneNote, Word, Excel, Visio, Teams
• Ability to work as part of a larger team, adhere to priorities, and provide clear requirements and handover
• Experience working in agile environments, including familiarity with work tracking tools such as Rally
• Strong analytical skills and the ability to evaluate business requests for operational appropriateness
• Highly adaptable and comfortable managing frequent changes in priorities, processes, and project scope

Preferred Skills:

• Experience with more than one contact center platform is ideal (Connect, CXOne, Engage, Cloud CX)
• Data: ETL, MS SQL Server, EventBridge, Snowflake, MongoDB, Amazon Kinesis, Amazon Athena
• Other helpful experience: Splunk, NiCE IEX, Salesforce

Careers with Optum. We built an entire organization around one giant objective; make the health system work better for everyone.