Software Engineer

Job ID: Posted: Location: Basking Ridge, New Jersey, United StatesSalary: $72,800 - $130,000/yearJob Area: TechnologyCompany: UnitedHealth GroupOptum 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 startCaring. Connecting. Growing together. CCaaS Production Support Engineer is responsible for ensuring the stability, availability, and operational health of enterprise Contact Center platforms, including Amazon Connect and NICE CXOne. This role serves as a critical escalation point for production incidents, troubleshooting, vendor engagement, and operational support activities, helping to maintain reliable customer and agent experiences across the contact center ecosystem.Primary Responsibilities:Production Support & Incident ManagementProvide production support for CCaaS platforms Amazon Connect & NICE CXOne, associated integrations, and customer contact center servicesInvestigate, troubleshoot, and resolve complex production incidents, service disruptions, and customer-reported issuesComplete incident response activities, facilitate bridge calls, coordinate recovery efforts, and provide timely stakeholder communications during major outagesPerform detailed root cause analysis and drive corrective actions to prevent recurring issuesManage incidents through their full lifecycle, ensuring accurate documentation, escalation, resolution, and post-incident review activitiesParticipate in on-call support rotations and provide after-hours support for critical business-impacting incidentsApplication OperationsMonitor application health, service performance, and operational alerts across contact center technologiesAnalyze call flows, routing behavior, agent experiences, and customer interaction paths to identify service-impacting issuesSupport configuration validation, production deployments, and operational readiness activitiesReview planned changes for operational risk and assist in implementation and post-deployment validationVendor & Integration SupportServe as the primary operational liaison for CCaaS vendors including Amazon Connect, NICE, other third-party providersCoordinate vendor escalations and drive timely resolution of platform-related issuesTroubleshoot integrations involving authentication, routing, APIs, voice services, and external contact center technologiesEnsure vendor issues are properly tracked, documented, and resolved within agreed service levelsOperational ExcellenceDevelop and maintain support runbooks, troubleshooting guides, knowledge articles, and operational documentationIdentify recurring issues and recommend process, configuration, or system improvements to enhance platform stabilitySupport problem management efforts by identifying trends, recurring defects, and opportunities for service improvementCollaborate with engineering, infrastructure, network, security, and application teams to resolve cross-functional production issuesUse enterprise-approved AI tools to streamline workflows, automate tasks, and drive continuous improvementEvaluate emerging trends to inform solution design and strategic innovationWhat are the reasons to consider working for UnitedHealth Group? Put it all together - competitive base pay, a full and comprehensive benefit program, performance rewards, and a management team who demonstrates their commitment to your success.Some of our offerings include:Paid Time Off which you start to accrue with your first pay period plus 8 Paid HolidaysMedical Plan options along with participation in a Health Spending Account or a Health Saving accountDental, Vision, Life& AD&D Insurance along with Short-term disability and Long-Term Disability coverage401(k) Savings Plan, Employee Stock Purchase PlanEducation ReimbursementEmployee DiscountsEmployee Assistance ProgramEmployee Referral Bonus ProgramVoluntary Benefits (pet insurance, legal insurance, LTC Insurance, etc.)You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear directions on what it takes to succeed in your role as well as provide development for other roles you may be interested in.Required Qualifications:Bachelor's degree with 4+ years of contact center technology support or software engineering experience2+ years of experience supporting enterprise contact center technologies, including Amazon Connect and NICE CXOne2+ years of experience in production support, incident management, and troubleshooting within large-scale enterprise environments2+ years of experience supporting and troubleshooting CCaaS integrations, including voice authentication and fraud prevention solutions such as Pindrop2+ years of experience with monitoring tools such as Splunk, CloudWatch, Dynatrace, Grafana, Zabbix, or equivalent platforms2+ years of experience analyzing applications, system, and telephony logs to diagnose production issues2+ years of experience working in a 24x7 operational support environment with on-call responsibilities4+ years of knowledge of contact center technologies, telephony concepts, contact center routing, agent desktop support platforms, APIs, and system integrationsPreferred Qualifications:Experience supporting Amazon Connect, NICE CXOne, or Pindrop in a large enterprise environmentExperience leading major incident management and coordinating cross-functional outage response activitiesFamiliarity with AWS, Azure, or GCP environments supporting CCaaS platformsExperience with scripting and automation tools for operational support activitiesKnowledge of ITIL Incident, Problem, and Change Management processesRelevant cloud, contact center, or IT service management certificationsExperience leveraging enterprise-approved AI tools to streamline operational workflows and drive continuous efficiency improvementsStrong problem-solving, communication, and stakeholder management skills*All employees working remotely will be required to adhere to UnitedHealth Group's Telecommuter PolicyPay 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 $72,800 to $130,000 annually based on full-time employment. We comply with all minimum wage laws as applicable. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.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.Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.#RPO, #GREEN