Senior Manager, Software Engineering or Technical Product Manager - Contact Center & AI Solutions

Job ID: 101133711584Posted: 2026-09-26Location: Eden Prairie, Minnesota, United StatesSalary: $112,700 - $193,200/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 start Caring. Connecting. Growing together.The Senior Manager, Software Engineering/Technical Product Manager is the onshore technology leader responsible for the strategy, implementation, operations, and continuous evolution of enterprise contact center platforms supporting state and government healthcare programs.This role serves as the primary technology partner for state clients and internal leadership, providing oversight across Contact Center Digital Development & Implementation (DDI), Maintenance & Operations (M&O), AI transformation initiatives, and solution consulting. The leader will manage cross-functional onshore and offshore teams, drive delivery excellence, support business development activities, and act as a trusted advisor to executive stakeholders.Additionally, this role serves as the designated back-up to the Contact Center Technology Director, providing leadership continuity for client engagements, delivery governance, operational reviews, staffing decisions, escalation management, and strategic planning activities.Primary Responsibilities:Contact Center Delivery LeadershipLead end-to-end delivery of contact center implementations from solution design through go-live, stabilization, and transition to operationsOwn technology delivery across voice, IVR, chat, email, SMS, workforce optimization, analytics, CRM integrations, and digital channelsDirect implementation teams across architecture, engineering, QA, release management, integration, and operationsEstablish delivery governance, project controls, risk management, and executive reportingEnsure successful execution of contact center modernization and cloud transformation initiativesDrive accountability across vendors, system integrators, and internal technology teamsMaintenance & Operations (M&O) LeadershipProvide executive oversight for day-to-day contact center operations and platform healthLead operational reviews covering incident management, problem management, service requests, change controls, releases, and platform performanceEnsure adherence to contractual SLAs, KPIs, compliance requirements, and service commitmentsDrive operational stability through automation, proactive monitoring, capacity planning, and continuous improvement programsLead major incident response and executive stakeholder communicationsPartner with business and operational teams to optimize customer and agent experiencesAI & Contact Center TransformationLead strategy and implementation of AI-enabled customer experience capabilitiesDefine AI roadmaps, business cases, ROI measures, and governance controlsEnsure responsible AI practices including security, privacy, compliance, and explainabilityClient Leadership & Executive EngagementServe as the primary onshore technology leader for state and client-facing engagementsPresent solution strategies, roadmaps, implementation progress, and operational performance to executive stakeholdersLead governance meetings, steering committees, architecture reviews, and operational reviewsBuild trusted advisor relationships with client leadership teamsProvide executive-level communication regarding risks, dependencies, mitigation strategies, and program healthSolutioning, RFP & Business Development SupportServe as senior SME for contact center technology pursuits, RFPs, RFIs, and proposal responsesDefine target architectures, staffing models, implementation approaches, and operating modelsDevelop effort estimates, assumptions, risks, and mitigation strategiesSupport presentations, oral proposals, demonstrations, and client solution workshopsCollaborate with sales, consulting, product, security, and enterprise architecture teams to develop winning solutionsProduct & Platform StrategyOwn technology roadmap and future-state architecture for contact center platformsAlign platform investments with business objectives and client prioritiesEvaluate emerging technologies and AI capabilities to improve service delivery and member experienceDefine platform standards, governance processes, and modernization prioritiesPeople LeadershipLead, mentor, and develop onshore and offshore technology teamsDrive workforce planning, staffing strategies, succession planning, and capability developmentEstablish engineering standards, quality practices, and delivery methodologiesFoster a culture of accountability, innovation, operational excellence, and collaborationCoach managers, architects, and technical leads to advance into leadership rolesYou'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:Bachelor's degree in Computer Science, Engineering, Information Systems, or related field12+ years of experience leading enterprise contact center technologies and customer experience platforms7+ years of leadership experience managing technology delivery and operational teamsProven experience leading contact center implementations and operational support organizationsDemonstrated experience implementing AI-driven contact center capabilitiesExperience leading onshore and offshore delivery organizationsProven solid executive communication, stakeholder management, and client-facing leadership skillsPreferred Qualifications:Agile, SAFe, PMP, ITIL, or related certificationsSolid experience with NICE CXone, Salesforce, CRM integrations, IVR, omnichannel platforms, and cloud-based CCaaS technologiesExperience with Kore.ai, Microsoft Copilot, Azure AI, OpenAI, or GenAI platformsExperience supporting Medicaid, healthcare, government, or public-sector programsExperience supporting FedRAMP, HIPAA, CMS, or state regulatory requirementsPay 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 $112,700 - $193,200 annually based on full-time employment. We comply with all minimum wage laws as applicable.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.