Software Engineering Lead - Contact Center, Genesys, IVR

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 professional to join our team as a Senior Contact Center / IVR Engineer with AI Expertise. This role involves managing and supporting contact center technologies, monitoring tools, cloud infrastructure, and integrating AI-driven solutions for automation and analytics. The ideal candidate will have a strong background in IVR systems, cloud platforms, and AI technologies, with proven experience in operations and monitoring enterprise applications.

Primary Responsibilities:

• Design, implement, and maintain contact center solutions, including Genesys IVR systems
• Configure and manage monitoring tools such as Splunk, Zabbix, Grafana, and Dynatrace for proactive system health checks
• Integrate AI-based solutions for call routing, voice analytics, and predictive monitoring
• Support operations for contact center services and ensure high availability and performance
• Manage CI/CD pipelines using Jenkins and GitHub Actions for deployment automation
• Collaborate with cross-functional teams to ensure smooth integration with public cloud platforms (Azure, Google Cloud, AWS)
• Develop and maintain scripts for automation and operational efficiency
• Monitor enterprise applications across cloud and on-prem environments
• Participate in Agile ceremonies and contribute to continuous improvement initiatives
• Provide technical leadership and mentor junior team members
• 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 regard 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
• 8+ years of IT experience in contact center or Genesys IVR
• 3+ years of experience with monitoring tools (Splunk, Zabbix, Grafana, Dynatrace APM)
• 3+ years of operations experience in contact center services
• 3+ years of Jenkins & GitHub Actions CI/CD experience

• 2+ years of experience with public cloud platforms (Azure, Google, AWS)

• 2+ years of experience with Agile methodologies
• 2+ years of monitoring enterprise applications across cloud and on-prem data centers

• 1+ year of experience with scripting languages (Perl, Python, PowerShell)

• 1+ year of experience with relational database programmatic interaction

• Experience with AI/ML concepts (e.g., NLP, predictive analytics, conversational AI)
• Solid knowledge of Linux/Unix

Preferred Qualifications:

• Cloud certifications: Azure/Google DevOps Engineer Expert
• Experience with application and security logging
• Experience with scripted environments and configuration as code
• Experience leading small teams
• Hands-on experience with AI frameworks (TensorFlow, PyTorch) and chatbot platforms
• Infrastructure as Code (IAC) experience (Terraform)
• Knowledge of Chef/Ansible and Git (GitHub contributions preferred)

• Advanced monitoring tools experience (Splunk Observability, Splunk On-call)

• Familiarity with SOA and real-time automated metrics/reporting

Why Join Us

• Opportunity to work on cutting-edge contact center technologies and AI-driven automation.
• Collaborative team environment with growth opportunities.
• Exposure to multi-cloud environments and modern DevOps practices.

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