Lead AI ML Engineer - AWS Connect - | , |

Amazon Connect Solutions Lead

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.

Leads design and delivery of scalable voice and chat solutions using Amazon Connect, owning contact flows, integrations, and overall platform reliability.

You'll enjoy the flexibility to work remotely * from anywhere within the U.S. as you take on some tough challenges. For all hires in the Minneapolis or Washington, D.C. area, you will be required to work in the office a minimum of four days per week.

Primary Responsibilities:

• Design and manage Amazon Connect contact flows (IVR & chat)
• Build Lambda-based integrations for backend APIs
• Integrate with Lex bots and external systems
• Optimize routing, queues, and call handling
• Ensure high availability, monitoring, and performance
• Lead production support, RCA, and continuous improvements

Architecture Expectations

• Decoupled design (Connect → Lambda → APIs)
• Clean separation of routing, business logic, and integrations
• Scalable and reusable contact flow patterns

Success Criteria

• Stable call flows with low failure rates
• Efficient routing and reduced wait times
• Solid monitoring and quick issue resolution

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:

• 5+ years of experience with APIs, event-driven design, and IVR systems
• 2+ years of experience with Node.js (TypeScript preferred)
• 2+ years of experience with AWS: Amazon Web Services, Amazon Connect, AWS Lambda, Amazon API Gateway
• 2+ years of experience with conversational: Amazon Lex

*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). The salary for this role will range from $112,700 to $193,200 annually based on full-time employment. We comply with all minimum wage laws as applicable.

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.