The successful candidate will play a critical role in transforming our voice and digital experiences to conversational experiences, through multiple engagement channels (including web, app, chat, voice, and search), with a particular emphasis on transforming how consumers engage in the US health care system. In this role you will help make UnitedHealth Group's consumer obsessed digital vision come to life by using AI to deliver our next generation Conversational Experiences. Define and lead the strategic vision, architecture, and implementation of AI contact solutions across our consumer-facing digital experiences. Primary Responsibilities: • Own the end-to-end voice solution architecture for Amazon Connect, including IVR/contact flows, prompts (TTS/SSML), routing strategy, queues, routing profiles, hours of operation, and contact attributes • Design and deliver integrations between Amazon Connect and enterprise systems (CRM/case management, customer data, identity) • Build and optimize self-service voice experiences including graceful fallback to DTMF, agent transfer, and error handling • Implement speech analytics and quality insights enabling actionable reporting and continuous improvement of customer experience and agent performance • Define and socialize reference architectures, standards, and reusable patterns for Connect implementations (flow modularization, logging/tracing, resilience patterns, data handling) • Establish infrastructure-as-code and CI/CD approaches for Amazon Connect and dependent AWS resources (versioning, environment promotion, safe rollout/rollback practices) • Partner with Product, Engineering, Security, and Contact Center Operations to translate business outcomes into technical designs, estimates, and delivery plans; lead design reviews and influence decisions as a hands-on IC • Ensure solutions meet security, privacy, and compliance needs (least-privilege access, encryption, PII handling/redaction where applicable, call recording governance, auditability) • Drive operational readiness (monitoring/alerting, dashboards, runbooks, capacity planning, incident response support) to ensure stable 24x7 voice experiences where required • Continuously evaluate and adopt new Amazon Connect capabilities and best practices to improve reliability, maintainability, cost, and customer outcomes 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).
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