Lead modernization efforts of IVR systems, optimize customer experiences, and collaborate across teams to enhance service delivery using cloud-based tools.
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.
Primary Responsibilities:
Required Qualifications:
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.
#Nic
Primary Responsibilities:
- Maintaining stable and performant interactive voice systems (IVR) platforms while leading modernization efforts using cloud-based contact center tools and conversational AI and Voice Bot
- This includes a bot-first approach for new features, integrating backend systems, and driving self-service and call containment initiatives
- The team supports cloud migrations, enforces scalable and secure infrastructure, and enables continuous delivery via DevOps
- Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so
Required Qualifications:
- Bachelor's degree or equivalent experience
- Demonstrated ability to maintain interactive voice systems for efficient routing and self-service
- Demonstrated ability to lead migration from legacy IVRs to Amazon Connect, Lex, and Dialogflow AI / Cloud platforms
- Demonstrated ability to monitor uptime and performance to ensure seamless operations
- Demonstrated ability to optimize call flows to enhance customer experience
- Demonstrated ability to collaborate across engineering and QA for high reliability
- Demonstrated ability to provide technical support and resolve issues quickly
- Demonstrated ability to document architecture and processes for maintainability
- Demonstrated ability to shape future strategy to align with business and tech evolution
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.
#Nic
Top Skills
Amazon Connect
Cloud Platforms
DevOps
Google Dialogflow
Lex
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