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Contact Center Services Senior Architect - Plymouth, MN

UnitedHealth Group

Plymouth, MN
Job Code:
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Job Details

743274 Contact Center Services Senior Architect Plymouth MN

Contact Center Services Senior Architect - Plymouth, MN (743274)

Position Description

UnitedHealth Group is a company that's on the rise. We're expanding in multiple directions, across borders and, most of all, in the way we think. Here, innovation isn't about another gadget, it's about transforming the health care industry. Ready to make a difference? Make yourself at home with us and start doing your life's best work.(sm)


Performs the necessary planning, analysis, and design tasks related to the establishment and implementation of an enterprise OmniChannel architecture. This leadership role will focus on the delivery of business and technical capabilities for contact center infrastructure, applications, solution designs, integration to other enterprise systems, and development of the end-to-end solution. This role brings a holistic perspective of a real-time communications, information, and data architectures, and both leads and collaborates across functional teams for acceptance and alignment with overall enterprise business strategies and technology initiatives.

Primary Responsibilities:

  • Define and express the contact center architecture vision for business and technical strategies across contact center infrastructure, applications, personalization, and agent desktop capabilities including end-pints (phones) for 55,000 concurrent agents
  • Define and develop evolving standards for OmniChannel capabilities leveraging leading technologies such as open standard virtual hardware
  • Develop soft-phone and hard-phone solutions for unique use cases across agent office and work at home scenarios, ensuring seamless integration with CRM desktop applications
  • Perform analysis and design of PCI requirements, and align an overall solution with information security integration and risk management strategies
  • Analyze and define business and agent desktop requirements, which evolve into an enterprise framework and a single holistic set of capabilities
  • Engage in business analysis, information acquisition analysis and design for contact routing, personalization, and self-service analysis and design
  • Translate enterprise and/or business requirements into long-term technical architecture and OmniChannel and data lake solutions
  • Define and maintain best practice guidelines, standards, and architectural patterns for OmniChannel capabilities ensuring repeatable, sustainable business solutions
  • Provide best practices leadership to platform and business delivery teams
  • Develop and review new features and user stories for Agile platform and delivery teams
  • Train and mentor other technical staff and customers as appropriate
  • Work with cross-functional IT groups to promote open communication and teamwork
  • Is a technical leader, comfortable leading cross functional team efforts
  • Is an influencer in the organization
  • Is agnostic toward technology choices, more interested in results than in personal choices
  • Has a reputation of integrity
  • Drives short-term actions consistent with long-term motivations

Required Qualifications:

  • Bachelor Degree or higher with an Information Technology focus
  • 12+ years of related work experience with Genesys contact center software and related technologies
  • Experience in real-time communications systems, integrated third party applications, custom applications and architecture practices for large enterprise contact centers
  • Experience in contact analytics, big data technologies, and data modeling practices
  • Knowledge of existing and emerging contact center technologies and channel applications (custom routing, IVR, chat, SMS, email, co-browse, chat-bots, speech across channels, etc.)

Preferred Qualifications:

  • Experience in identity management

Technology Careers with Optum. Information and technology have amazing power to transform the health care industry and improve people's lives. This is where it's happening. This is where you'll help solve the problems that have never been solved. We're freeing information so it can be used safely and securely wherever it's needed. We're creating the very best ideas that can most easily be put into action to help our clients improve the quality of care and lower costs for millions. This is where the best and the brightest work together to make positive change a reality. This is the place to do your life's best work.(sm)


Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.



Job Keywords: Genesys, Architect, IVR, SMS, Chat-Bots, Speech Across, Channels, Data Modeling, Contact Centers, Plymouth, MN, Minnesota

Job Details

  • Contest Number743274
  • Job TitleContact Center Services Senior Architect - Plymouth, MN
  • Job FamilyInformation Technology
  • Business SegmentOptum Technology

Job Location Information

  • Plymouth, MN
    United States
    North America

Additional Job Detail Information

  • Employee StatusRegular
  • ScheduleFull-time
  • Job LevelDirector
  • ShiftDay Job
  • TravelNo
  • Telecommuter PositionNo
  • Overtime StatusExempt

UnitedHealth Group is the most diversified health care company in the United States and a leader worldwide in helping people live healthier lives and helping to make the health system work better for everyone.

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