Overview In this role, you lead the design and architecture of Amazon Connect-based contact center solutions, guiding telephony integrations and cross-functional collaboration. You own platform standards, drive scalable, secure architectures, and mentor engineers while working with product, security, and ops teams. You'll produce architectural artifacts and push AI/GenAI innovations aligned with vendor roadmaps. This is a high-impact opportunity within Optum Serve IT to modernize enterprise tech and improve health outcomes.
Compensation / Benefits- comprehensive benefits package
- equity stock purchase
- 401k contribution
- performance-based recognition
Responsibilities- Own the Amazon Connect platform architecture, shared services, and integration patterns
- Define reference architectures for Amazon Connect and supporting AWS services
- Ensure scalability, resiliency, security, observability, and cost optimization across the platform
- Collaborate with product, engineering, security, and operations to align platform capabilities with roadmaps
- Maintain consistent implementation patterns to prevent fragmentation across teams and vendors
- Create high-quality architectural documentation using Draw.io, Confluence, Miro, and related tools
- Work across AWS and Azure, leveraging Java, Docker, Spring Boot, and relational/noSQL databases
- Design and integrate REST APIs and manage API gateways
- Enable real-time data streaming with Kafka and observability with Grafana
- Drive GenAI and AI/ML capabilities within the contact center landscape
Key requirements- 9+ years of solution architecture experience focused on contact center technologies and telephony
- 4+ years in Product Development, Data & Analytics, Routing, Desktop/CTI, WFM/WFO, and SBC/Telephony
- 3+ years with Amazon Connect and telephony solution integration
- 1+ year of AI/GenAI in contact center environments
- Experience with CI/CD and IaC (CloudFormation, CDK, or Terraform)
- Proven programming skills in Python, Node.js, or Java
- Willingness to travel up to 10%
- US citizenship and eligibility for security clearance
- strong cross-functional collaboration
- clear technical communication to stakeholders
- mentoring and leadership
- Amazon Connect
- Azure cloud
- AWS services
