Software Engineering Lead

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 a highly skilled Senior Developer with deep expertise in AWS and Amazon Connect to lead the development of digital contact center solutions. The ideal candidate will have a strong background in cloud-based contact center platforms, digital channel implementations, and GenAI integrations. This role will focus on building scalable, secure, and intelligent customer engagement solutions across chat, email, SMS, and WhatsApp.

Primary Responsibilities:

• Lead the migration of digital contact center workloads from Genesys and LivePerson to Amazon Connect
• Design and implement chat, chatbot, SMS, email, and WhatsApp solutions using Amazon Connect and AWS services
• Develop and integrate custom chat widgets and portals, including JWT authentication and secure API invocation
• Build and maintain custom widgets using AWS SDKs and APIs for enhanced agent and customer experiences
• Collaborate with cross-functional teams to integrate Amazon Connect with CRM platforms (e.g., Salesforce, ServiceNow)
• Implement GenAI-powered solutions for customer and agent interactions using Amazon Bedrock, OpenAI, and other LLMs
• Ensure robust security, scalability, and compliance across all digital implementations
• Troubleshoot and optimize Amazon Connect digital setups, including routing, flows, and channel configurations
• 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:

• 7+ years of experience in contact center platforms, with at least 3+ years in Amazon Connect
• 2+ years of hands-on experience implementing digital channels (chat, chatbot, SMS, email, WhatsApp)
• Experience with JWT setup, secure API invocation, and portal/chat widget integration
• Experience in designing and implementing Amazon Connect digital routing and flows
• Solid proficiency in AWS services: Lambda, API Gateway, DynamoDB, S3, CloudWatch, Cognito, etc.
• Familiarity with GenAI tools and frameworks (Amazon Bedrock, OpenAI, LangChain, etc.)
• Proven ability to develop custom widgets using AWS SDKs and APIs
• Proven solid problem-solving skills and ability to work in agile, fast-paced environments

Preferred Qualifications:

• AWS Certified Developer or Solutions Architect
• Experience with Genesys and LivePerson migrations
• Experience with LLMs, Foundation Models, and Small Language Models in customer experience contexts
• Exposure to regulated industries (e.g., healthcare, finance) with compliance frameworks like HIPAA
• Knowledge of Amazon Kendra or other AI-powered search solutions

Team Mission and Transformation Goals:

Our team is dedicated to transforming customer engagement through innovative cloud-based solutions. We are currently undergoing a major transformation to modernize our contact center platform by leveraging Amazon Connect and AWS services. Our mission is to deliver seamless, intelligent, and secure digital experiences across all customer touchpoints. We aim to harness the power of GenAI and advanced analytics to personalize interactions, improve agent productivity, and drive operational efficiency.

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