Automation Contact Center Architect - Remote

UnitedHealth Group • Eden Prairie, MN • 4d ago

Requisition number: 2352301

Job category: Technology

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 inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health optimization on a global scale. Join us to start Caring. Connecting. Growing together.

We are seeking a highly motivated and technically proficient Automation Architect to support and enhance our enterprise technology landscape, with a focus on deploying innovation & automation to the existing CCaaS/ Telephony platforms. This involves data mapping, data transfer processes, and release coordination. This role is ideal for someone who thrives in a fast-paced environment, can bridge the gap between technical teams and leadership, and is passionate about optimizing systems and data flows to drive business value. Prior experience in Patient Access/ Revenue Cycle Management and working with EHRs is highly desirable.

You'll enjoy the flexibility to work remotely * from anywhere within the U.S. as you take on some tough challenges.

Primary 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

You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Required Qualifications:

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

Preferred Qualifications:

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.

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 - $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.

UnitedHealth Group is a drug - free workplace. Candidates are required to pass a drug test before beginning employment.

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