Principal Architect - Remote

UnitedHealth Group•Eden Prairie, MN

21h•Remote

About The Position

Optum Tech is a global leader in health care innovation. Our teams develop cutting-edge solutions that help people live healthier lives and help make the health system work better for everyone. From advanced data analytics and AI to cybersecurity, we use innovative approaches to solve some of health care’s most complex challenges. Your contributions here have the potential to change lives. Ready to build the next breakthrough? Join us to start Caring. Connecting. Growing together. 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.

Requirements

Bachelor’s degree in Computer Science/Engineering (or equivalent practical experience)
5+ years of experience in solution architecture and/or software engineering for digital customer experience, messaging, chat, or contact-center platforms
3+ years hands-on experience implementing Amazon Connect digital/chat solutions in production (chat flows, routing, agent workflows), or equivalent CCaaS experience plus demonstrable Amazon Connect depth
3+ years of experience building or integrating customer chat experiences into web/mobile applications using platform APIs/SDKs and secure authentication/session patterns (including knowledge of Connect chat session initiation and participant connectivity concepts)
3+ years of experience implementing conversational AI for chat (Amazon Lex or equivalent), including conversation design, fulfillment, and escalation to human agents
3+ years of experience improving agent chat workflows (agent workspace/CCP) and integrating agent tooling with CRM/cases/knowledge to improve resolution and reduce rework
Experience with AI in engineering workflows (standards, guardrails, reusable prompts/patterns, evaluation/quality checks) and using it to accelerate modernization roadmaps and improve developer productivity without compromising quality
Solid AWS fundamentals (IAM, Lambda, CloudWatch, API patterns) and solid integration skills (REST/event-driven, data contracts, error handling)
Demonstrated ability to lead through influence: produce architecture artifacts, run technical workshops, and communicate clearly with technical and non-technical stakeholders
Operational mindset: monitoring/alerting, incident support, root cause analysis, and change safety for customer-facing digital channels

Nice To Haves

AWS Certifications (Solutions Architect, DevOps Engineer, Developer, or specialty equivalents)
Experience with Contact Lens for chat analytics, including transcript search, categorization, and integration patterns for consuming analytics outputs at scale (e.g., streaming/near-real-time pipelines)
Experience designing asynchronous messaging behaviors and multi-step conversations (resume conversations, handle long gaps, maintain context across devices/channels)
Experience with Infrastructure-as-Code and CI/CD (Terraform/CloudFormation/CDK, automated testing/validation of flows and integrations)
Experience partnering with UX/content/conversation designers to improve chat usability, tone, and containment without harming resolution outcomes
Ability to architect cross-channel experiences that minimize customer effort, building consistent UX and operational workflows across chat, human-assisted chat, and voice, with unified routing, reporting, and quality insights

Responsibilities

Own digital chat/messaging architecture on Amazon Connect across web and mobile experiences, with support for asynchronous customer conversations and modern digital channels as required by the business
Design and implement chat contact flows that deliver consistent, brand-aligned customer experiences: intent capture, authentication/verification, routing, queue handling, and bot-to-agent handoff
Build chatbot-assisted digital experiences in Amazon Connect chat flows, including intent/slot design, fulfillment, and robust fallback/escalation patterns
Implement rich digital interactions to reduce friction, enable self-service, improve resolution, and increase containment in chat
Enable an effective human agent chat experience: configure and optimize agent workflows in agent workspace/CCP, and integrate customer context (CRM/cases/knowledge) to reduce handling time and improve resolution quality
Define integration patterns between Amazon Connect and enterprise platforms (CRM, identity, customer profile/data services)
Establish observability and conversation analytics for chat: logging/tracing, dashboards, transcript access, and improvement loops using conversational analytics (chat sentiment, categorization, summaries/search)
Lead security, privacy, and compliance-by-design for digital channels (PII handling, encryption, access controls, retention/redaction policies where applicable)
Act as a senior individual contributor leader: drive design reviews, publish reference patterns/standards, mentor engineers, and influence stakeholders across Product, Engineering, and Contact Center Operations
Assess new AWS Connect capabilities and lead internal collaboration to determine technical and business value