AWS Contact Center Engineer

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, and data they need to feel their best. Here, you will find a culture guided by diversity and inclusion, talented peers, comprehensive benefits, and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together.

As an AWS Contact Center Engineer / Software Engineer within our Omni Optum routing team, you will play a critical role in supporting our modern migration journey from the legacy Genesys Engage Platform to the AWS Connect Platform. Our team is focused on delivering seamless routing, queuing, and contact flow strategies to ensure exceptional service experiences. You will design, build, and optimize next-generation cloud contact center solutions, leverage cutting-edge AWS capabilities, and integrate backend APIs. This role is ideal for a forward-thinking engineer who is eager to embrace modern tools, automate workflows, and drive strategic innovations in routing platforms.

You will enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.

Primary Responsibilities:

• Design, develop, and build robust Amazon Connect contact flows to support modernized contact center operations
• Architect and implement complex call routing designs, including routing profiles, queues, callbacks, emergency messaging, and dynamic business hours or holiday routing
• Build, deploy, and maintain backend integration solutions using Python, Node.js, or Java with AWS Lambda functions
• Use enterprise-approved AI tools to streamline workflows, automate coding tasks, and drive continuous improvement
• Use version control platforms such as Git, GitHub, or TFS to manage and deploy clean, maintainable, and well-documented code
• Troubleshoot, debug, and resolve software errors and system issues to ensure high availability and reliability of routing services
• Collaborate closely with cross-functional teams, architects, and stakeholders to translate functional requirements into scalable technical solutions
• Evaluate emerging technology trends to inform routing designs, system integrations, and strategic engineering innovations

You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear directions on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Required Qualifications:

• Bachelor's degree OR 4+ years of software development experience
• 2+ years of hands-on experience designing, developing, and building Amazon Connect contact flows
• 2+ years of experience in call routing design, configuration, and implementation, including routing profiles, queues, callbacks, emergency messaging, and dynamic routing
• 1+ years of experience working with version control systems such as Git, GitHub, or TFS
• 1+ years of experience or technical familiarity with Genesys contact center environments
• Demonstrated strong problem-solving, debugging, and system troubleshooting abilities
• Professional communication skills with experience collaborating across diverse, cross-functional engineering teams

Preferred Qualifications:

• Knowledge of, or experience with, integrating contact center solutions with backend systems using Application Programming Interfaces (APIs)
• AWS certifications, such as AWS Certified Developer or AWS Solutions Architect
• Experience working in an Agile/Scrum development environment
• Familiarity with AI-assisted software development practices, such as using productivity tools to optimize code quality
• Programming experience using Python, Node.js, or Java, including developing with AWS Lambda