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UnitedHealth Group

Contact Center Architect - Omni-Channel Solutions

UnitedHealth Group - Minneapolis, MN

Position Description The Contact Center Services (CCS) team is transforming our contact center infrastructure through a multi-year program entitled Omni. The Omni program provides a platform level technical refresh for the delivery of inbound customer calls to ~75,000 agents globally. It will also refresh and deliver new customer channel interactions through outbound, chat, email, click-to-call, and other contact types. In this critical role, you will design, build, and support our Call Center Technologies (including core and advanced routing systems, IVR, V-IVR, Call Recording, End Points, Digital Channel capabilities, Call Recording, Outbound, Virtual Hold, etc.). Specific responsibilities will include the following: Gather requirements from business partners Design solutions to meet/exceed business requirements Obtain alignment on solution architecture Work within an Agile team to build solutions Define all System KPIsEnsure systems are fully monitored and automated following CI/CD principles Drive continuous improvement and automation of systems to ensure high performance, availability, and scale for our enterpriseProvide Tier 3 support for solutions Required Qualifications/Experiences: 5 years of experience with Contact Center technology3 years of experience with Genesys or i3 Contact Center Solutions 5 years of Telecommunications experience5 years of experience working with SIP/VoIP based applicationsUndergraduate degree in applicable area of expertise or equivalent experience Preferred Qualifications/Experiences: SQL and Oracle dB MS and LINUX OS VMware Java and/or .NET programming Undergraduate degree in Computer Science or related area Technology Careers with Optum. Information and technology have amazing power to transform the health care industry and improve people's lives. This is where it's happening. This is where you'll help solve the problems that have never been solved. We're freeing information so it can be used safely and securely wherever it's needed. We're creating the very best ideas that can most easily be put into action to help our clients improve the quality of care and lower costs for millions. This is where the best and the brightest work together to make positive change a reality. This is the place to do your life's best work.SM 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.

14 days 2 hours ago

UnitedHealth Group


Contact Center Architect - Omni-Channel Solutions UnitedHealth Group - Minneapolis, MN, United States


Location: Minneapolis, MN

Company Profile:
About UnitedHealth Group UnitedHealth Group is the most diversified health care company in the United States and a leader worldwide in helping people live healthier lives and helping to make the health system work better for everyone. We are committed to introducing innovative approaches, products and services that can improve personal health and promote healthier populations in local communities. Our core capabilities in clinical care resources, information and technology uniquely enable us to meet the evolving needs of a changing health care environment as millions more Americans enter a structured system of health benefits and we help build a stronger, higher quality health system that is sustainable for the long term