Manager Software Engineering - AWS Connect, AI Agents

Optum (UnitedHealth Group) · Healthcare & Pharma

Chennai, Tamil Nadu, India
On-site
Posted yesterday
Software Engineering

Apply on Optum (UnitedHealth Group)Create resume for this job

About the job

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.

We are seeking an experienced Lead Amazon Connect Developer to drive the design, development, implementation, and support of enterprise-scale contact center solutions on Amazon Connect. The ideal candidate will have deep expertise in Amazon Connect, AWS services, contact center integrations, digital customer engagement, and cloud-native application development.

The role requires strong technical leadership, solution design capabilities, hands-on development experience, and the ability to mentor teams while delivering scalable and reliable customer engagement solutions across digital channels.

Primary Responsibilities:

Technical Leadership - Lead the design and implementation of Amazon Connect solutions for customer and agent experiences

Provide technical leadership to development teams and guide solution architecture decisions

Conduct design reviews, code reviews, and ensure adherence to engineering best practices

Mentor and support junior developers and engineers

Amazon Connect Development - Design, develop, and maintain Amazon Connect Contact Flows, Customer Flows, Transfer Flows, and Routing Logic

Configure and manage Queues, Routing Profiles, Hours of Operation, Security Profiles, and Agent Experiences

Implement advanced routing solutions using contact attributes, customer profiles, and business rules

Build integrations with third-party systems and enterprise platforms

AWS Development & Integration - Develop serverless applications using AWS Lambda

Build and integrate APIs using API Gateway and RESTful services

Work with DynamoDB, S3, SNS, SQS, EventBridge, IAM, Secrets Manager, and CloudWatch

Design scalable and secure cloud-native solutions following AWS best practices

Digital Customer Engagement - Support digital engagement channels including Chat, Messaging, SMS, Email, and WhatsApp

Build and enhance customer self-service capabilities

Integrate conversational AI and chatbot solutions with Amazon Connect

Production Support & Operations - Lead production deployments and release activities

Perform root cause analysis and resolve critical production issues

Monitor application health, performance, and operational metrics

Support on-call activities and ensure platform stability and reliability

Comply with all applicable Company policies, procedures, and business directives, changes including those relating to work location, team assignments, work schedules, and flexible work arrangements

Required Qualifications:

Bachelor's or Master's degree in Computer Science, Information Technology, Engineering, or a related discipline

8+ years of overall software development experience

4+ years of hands-on experience with Amazon Connect

Solid experience with AWS cloud services and enterprise application integrations

Preferred Qualifications:

AWS Certified Developer Associate

AWS Certified Solutions Architect Associate/Professional

Amazon Connect Specialty experience

Experience implementing large-scale cloud contact center solutions

Experience with Amazon Lex and conversational AI platforms

Experience integrating Amazon Connect with CRM and enterprise applications

Experience with Amazon Bedrock, Generative AI, and AI-powered customer engagement solutions

Experience migrating contact center platforms from Genesys, LivePerson, NICE, or similar platforms to Amazon Connect

Knowledge of Agile/Scrum delivery methodologies

Leadership Competencies

Experience managing technical delivery in enterprise environments

Solid stakeholder management and communication skills

Ability to lead multiple projects and priorities simultaneously.

SOlid analytical and problem-solving capabilities.

Ability to work collaboratively across Architecture, Product, QA, Operations, and Business teams

Required Technical Skills

Amazon Connect - Amazon Connect Administration

Contact Flows & Customer Flows

Chat and Messaging Implementations

Routing Profiles & Queue Management

Agent Workspace Configuration

Customer Profiles

Amazon Connect APIs

Contact Attributes & Routing Strategies

Transfer & Escalation Flows

AWS Services - AWS Lambda

API Gateway

DynamoDB

Amazon S3

Amazon SNS

Amazon SQS

Amazon EventBridge

Amazon CloudWatch

IAM

Secrets Manager

KMS

Development Skills - Node.js or Python

REST APIs and Microservices

JSON

Git/GitHub

CI/CD Pipelines

Infrastructure as Code (Terraform or CloudFormation)

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.

Apply on Optum (UnitedHealth Group)