Design and scale voice & chat conversational AI solutions using Amazon Lex, Dialogflow (ES/CX), and Google CX / Agent Studio, with strong focus on engineering excellence across CCaaS integrations, Agile delivery, and AI-assisted development.
Key Responsibilities
- Build and deploy voice bots/chatbots (Lex, Dialogflow, CX)
- Design intents, entities, flows, and multi-turn conversations
- Integrate bots with backend systems via APIs, webhooks, microservices
- Enable voice-first capabilities (STT/TTS)
- Integrate with CCaaS platforms (Amazon Connect, Google CCAI, Genesys, NICE, etc.) for:
- Call routing, IVR automation, and agent handoff
- Real-time voice interactions and escalation workflows
- Leverage AI tools (Copilot, GenAI) for development, testing, and flow automation
- Manage model lifecycle (training, deployment, monitoring, tuning)
- Optimize bots using analytics, logs, and feedback loops
- Ensure low latency, high availability, and seamless human handoff
Engineering & Delivery
- Apply clean code, modular design, and best practices
- Implement CI/CD, automated testing, and DevOps pipelines
- Enable observability (logging, monitoring)
- Work in Agile/Scrum, delivering iterative releases
- Own end-to-end lifecycle: build → deploy → operate → optimize
- Design, develop, and deploy AI-powered solutions using no-code, low-code, and advanced platforms, translating business needs into scalable applications that enhance products, workflows, and decision-making.
Required Skills/Experience
- Hands-on experience with:
- Amazon Lex, Dialogflow ES/CX, Google CX / CCAI
- Experience with CCaaS integrations (Amazon Connect, Genesys, NICE, etc.)
- Strong understanding of:
- NLP, conversational design, voice UX
- Programming: Python / Node.js / Java
- Experience in APIs, cloud (AWS/GCP), CI/CD
- Familiarity with AI-assisted development & prompt engineering
- Knowledge of model lifecycle & deployment
Preferred
- Exposure to LLMs, RAG, GenAI architectures
- Experience in enterprise contact center transformations
- Knowledge of Docker/Kubernetes
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.
Skills Required
- Hands-on experience with Amazon Lex
- Hands-on experience with Dialogflow ES and Dialogflow CX
- Hands-on experience with Google CCAI / Google CX / Agent Studio
- Experience integrating with CCaaS platforms (Amazon Connect, Genesys, NICE, etc.)
- Strong understanding of NLP, conversational design, and voice UX
- Programming experience in Python, Node.js, or Java
- Experience with APIs, webhooks, microservices and backend integrations
- Experience with cloud platforms (AWS and/or GCP)
- Experience implementing CI/CD, automated testing, and DevOps pipelines
- Familiarity with AI-assisted development and prompt engineering
- Knowledge of model lifecycle (training, deployment, monitoring, tuning)
- Experience enabling voice-first capabilities (STT/TTS)
- Exposure to LLMs, RAG, and GenAI architectures
- Experience in enterprise contact center transformations
- Knowledge of Docker and Kubernetes
Optum Compensation & Benefits Highlights
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Leave & Time Off Breadth — PTO accrues each pay period with eight paid U.S. holidays plus a floating holiday, and generous time away is consistently emphasized. This breadth supports planned and unplanned time off beyond standard vacation days.
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Parental & Family Support — Six weeks of paid parental leave, up to two weeks of paid caregiver leave, Bright Horizons back‑up care, and adoption assistance signal strong family-oriented support. EAP access with counseling sessions further extends help to employees and their households.
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Wellbeing & Lifestyle Benefits — Company‑paid short‑ and long‑term disability, Calm app membership, tuition reimbursement, commuter and FSA accounts, and broad employee discounts expand everyday wellbeing resources. Free or low‑cost virtual visits complement these lifestyle supports.
Optum Insights
What We Do
Optum, part of the UnitedHealth Group family of businesses, 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. At Optum, we support your well-being with an understanding team, extensive benefits and rewarding opportunities. By joining us, you’ll have the resources to drive system transformation while we help you take care of your future. We recognize the power of connection to drive change, improve efficiency and make a difference in health care. Join a team where your skills and ideas can make an impact and where collaboration is key to creating technology that produces healthier outcomes.
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Optum Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
Optum has three workplace models that balance the needs of the business and the responsibilities of each role. These models, core on‑site (5 days/week), hybrid (4 days/week) and telecommute or fully remote, vary by country, role and location.
