AWS Contact Center Engineer

Role Description

As an AWS Contact Center Engineer / Software Engineer within our Omni Optum routing team, you will play a critical role in supporting our modern migration journey from the legacy Genesys Engage Platform to the AWS Connect Platform. Our team is focused on delivering seamless routing, queuing, and contact flow strategies to ensure exceptional service experiences. You will design, build, and optimize next-generation cloud contact center solutions, leverage cutting-edge AWS capabilities, and integrate backend APIs. This role is ideal for a forward-thinking engineer who is eager to embrace modern tools, automate workflows, and drive strategic innovations in routing platforms.

You will enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.

Primary Responsibilities:

• Design, develop, and build robust Amazon Connect contact flows to support modernized contact center operations
• Architect and implement complex call routing designs, including routing profiles, queues, callbacks, emergency messaging, and dynamic business hours or holiday routing
• Build, deploy, and maintain backend integration solutions using Python, Node.js, or Java with AWS Lambda functions
• Use enterprise-approved AI tools to streamline workflows, automate coding tasks, and drive continuous improvement
• Use version control platforms such as Git, GitHub, or TFS to manage and deploy clean, maintainable, and well-documented code
• Troubleshoot, debug, and resolve software errors and system issues to ensure high availability and reliability of routing services
• Collaborate closely with cross-functional teams, architects, and stakeholders to translate functional requirements into scalable technical solutions
• Evaluate emerging technology trends to inform routing designs, system integrations, and strategic engineering innovations

Qualifications

• Bachelor’s degree OR 4+ years of software development experience
• 2+ years of hands-on experience designing, developing, and building Amazon Connect contact flows
• 2+ years of experience in call routing design, configuration, and implementation, including routing profiles, queues, callbacks, emergency messaging, and dynamic routing
• 1+ years of experience working with version control systems such as Git, GitHub, or TFS
• 1+ years of experience or technical familiarity with Genesys contact center environments
• Demonstrated strong problem-solving, debugging, and system troubleshooting abilities
• Professional communication skills with experience collaborating across diverse, cross-functional engineering teams

Requirements

• Knowledge of, or experience with, integrating contact center solutions with backend systems using Application Programming Interfaces (APIs)
• AWS certifications, such as AWS Certified Developer or AWS Solutions Architect
• Experience working in an Agile/Scrum development environment
• Familiarity with AI-assisted software development practices, such as using productivity tools to optimize code quality
• Programming experience using Python, Node.js, or Java, including developing with AWS Lambda

Benefits

• Comprehensive benefits package
• Incentive and recognition programs
• Equity stock purchase
• 401k contribution (all benefits are subject to eligibility requirements)

Company Description

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.