[Remote] Automation Contact Center Architect - Remote
Note: The job is a remote job and is open to candidates in USA. Optum is a global organization that delivers care aided by technology to improve health outcomes. They are seeking a highly motivated Automation Architect to enhance their enterprise technology landscape, focusing on innovation and automation within CCaaS/Telephony platforms.
Responsibilities
- Design & deploy conversational AI and LLM enabled (i.e. CoPilot) features
- Integrate with various CRM and EHRs based on the desire business process
- Support enterprise telephony platforms (e.g., VoIP, contact center systems)
- Collaborate with vendors and internal teams to ensure system performance, scalability, and compliance
- Monitor usage and performance metrics to identify and implement improvements
- Lead data mapping initiatives across systems to ensure accurate and efficient data integration
- Understand and document how data transfers work, including ETL pipelines, API-based integrations, and batch/real-time flows
- Ensure data integrity, consistency, and alignment with business rules and compliance standards
- Coordinate releases and system updates across environments
- Work with development, QA, and operations teams to ensure smooth deployments
- Maintain release documentation and support change control processes
- Serve as a key liaison between technical teams and business leadership
- Translate complex technical concepts into clear, actionable insights for decision-makers
- Prepare and deliver presentations, reports, and strategic recommendations
Skills
- Experience in technology systems analysis, data management, or telephony support
- Experience with enterprise telephony platforms (e.g. CxOne, Genesys, Amazon Connect, Five9)
- Solid understanding of data mapping, data transfer mechanisms, and system interoperability
- Familiarity with release management tools and practices (e.g., ServiceNow, Jira)
- Proven excellent written and verbal communication skills, with the ability to engage leadership and cross-functional teams
- Bachelor's degree in Information Systems, Computer Science, or related field
- Experience with API integrations
- Knowledge of ITIL practices and change management protocols
- Familiarity with cloud-based telephony and data platforms
- Familiarity with EHRs (Electronic Health Records- e.g. Epic, Cerner, Athena etc..)
- Proven ability to lead cross-functional initiatives and drive process improvements
- All employees working remotely will be required to adhere to UnitedHealth Group's Telecommuter Policy
Benefits
- A comprehensive benefits package
- Incentive and recognition programs
- Equity stock purchase
- 401k contribution (all benefits are subject to eligibility requirements)
- Flexibility to work remotely rom anywhere within the U.S.
- Development for other roles you may be interested in
Company Overview