Software Engineer, IT Support

Job d:

Location:

Basking Ridge, New Jersey, United States Salary: $72,800 - $130,000/year

Job Area:
Technology Company:
United Health Group 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.

Primary Responsibilities:

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 United Health 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 Long-Term Disability coverage
401(k) Savings Plan, Employee Stock Purchase Plan

Education Reimbursement Employee Discounts Employee Assistance Program Employee Referral Bonus Program Voluntary Benefits (pet insurance, legal insurance, LTC Insurance, etc.)You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear directions on what it…