Software 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, 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. CCaaS Production Support Engineer is responsible for ensuring the stability, availability, and operational health of enterprise Contact Center platforms, including Amazon Connect and NICE CXOne. This role serves as a critical escalation point for production incidents, troubleshooting, vendor engagement, and operational support activities, helping to maintain reliable customer and agent experiences across the contact center ecosystem.

Production Support & Incident Management Provide production support for CCaaS platforms Amazon Connect & NICE CXOne, associated integrations, and customer contact center services Investigate, troubleshoot, and resolve complex production incidents, service disruptions, and customer-reported issues Complete incident response activities, facilitate bridge calls, coordinate recovery efforts, and provide timely stakeholder communications during major outages Perform detailed root cause analysis and drive corrective actions to prevent recurring issues Manage incidents through their full lifecycle, ensuring accurate documentation, escalation, resolution, and post-incident review activities Participate in on-call support rotations and provide after-hours support for critical business-impacting incidents Application Operations Monitor application health, service performance, and operational alerts across contact center technologies Analyze call flows, routing behavior, agent experiences, and customer interaction paths to identify service-impacting issues Support configuration validation, production deployments, and operational readiness activities Review planned changes for operational risk and assist in implementation and post-deployment validation Vendor & Integration Support Serve as the primary operational liaison for CCaaS vendors including Amazon Connect, NICE, other third-party providers Coordinate vendor escalations and drive timely resolution of platform-related issues Troubleshoot integrations involving authentication, routing, APIs, voice services, and external contact center technologies Ensure vendor issues are properly tracked, documented, and resolved within agreed service levels Operational Excellence Develop and maintain support runbooks, troubleshooting guides, knowledge articles, and operational documentation Identify recurring issues and recommend process, configuration, or system improvements to enhance platform stability Support problem management efforts by identifying trends, recurring defects, and opportunities for service improvement Collaborate with engineering, infrastructure, network, security, and application teams to resolve cross-functional production issues Use enterprise-approved AI tools to streamline workflows, automate tasks, and drive continuous improvement Evaluate emerging trends to inform solution design and strategic innovation What are the reasons to consider working for UnitedHealth Group? Put it all together - competitive base pay, a full and comprehensive benefit program, performance rewards, and a management team who demonstrates their commitment to your success. Some of our offerings include: Paid Time Off which you start to accrue with your first pay period plus 8 Paid Holidays Medical Plan options along with participation in a Health Spending Account or a Health Saving account Dental, Vision, Life& AD&D Insurance along with Short-term disability and