Easter Seals Jobs

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 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.

The Senior Director of Software Engineering for Contact Center Technologies will lead the development, implementation, and optimization of advanced contact center solutions. This role requires a deep understanding of contact center operations, exceptional leadership skills, and a robust technical background to drive innovation and efficiency in customer service technologies.

Primary Responsibilities:

• Strategic Planning: Develop and execute a comprehensive strategy for contact center technology that aligns with the company's overall business objectives

• Team Leadership: Lead, inspire, and mentor a team of software engineers, promoting a culture of continuous improvement, collaboration, and innovation

• Technology Development: Oversee the design and development of scalable, reliable, and high-performance contact center solutions, including IVR, ACD, CRM integrations, and real-time analytics

• Automation and AI: Drive the integration of AI and automation technologies to enhance customer interactions, reduce handling times, and improve overall service quality

• Cloud Transition: Lead the migration of contact center platforms to cloud-based solutions, ensuring seamless transitions and minimal disruptions

• Collaboration: Work closely with cross-functional teams, including Product Management, Operations, and Customer Support, to deliver solutions that meet business needs and enhance customer satisfaction

• Performance Monitoring: Implement robust monitoring and reporting systems to track performance, identify issues, and drive continuous improvement

• Budget Management: Manage the budget for software development initiatives, ensuring cost-effective solutions without compromising quality

• 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

Technical Skills:

• Software Development: Proficiency in modern software development practices, including Agile methodologies, DevOps, and CI/CD pipelines

• Programming Languages: Expertise in programming languages such as Java, Python, C#, and JavaScript

• Contact Center Technologies: In-depth knowledge of contact center platforms such as Genesys, Avaya, Cisco, and cloud-based solutions like Amazon Connect and Twilio Flex

• AI and Machine Learning: Experience with AI, machine learning, and natural language processing (NLP) technologies to develop advanced contact center capabilities

• Integration: Solid experience with integrating various systems, including CRMs (Salesforce, HubSpot), databases, and telephony systems

• Cloud Services: Proficiency in cloud platforms such as AWS, Azure, and Google Cloud Platform, including services like Lambda, S3, EC2, and Kubernetes

• Database Management: Knowledge of SQL and NoSQL databases, including MySQL, PostgreSQL, MongoDB, and Redis

• Security and Compliance: Understanding of security best practices and regulatory compliance related to contact center operations.

Required Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or a related field. Master's degree preferred.

• Experience:12+ years in software engineering, with 5+ years in a leadership role focusing on contact center technologies. (please updated based on the discussion)

• Leadership Skills: Solid leadership and team management skills, with a proven track record of inspiring and mentoring technical teams

• Communication Skills: Excellent verbal and written communication skills, with the ability to convey complex technical concepts to non-technical stakeholders

• Problem-Solving Skills: Solid analytical and problem-solving skills, with the ability to develop innovative solutions to technical challenges

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.