Principal Architect - Remote
Eden Prairie, Hennepin County, Minnesota, 55344, USA
Listed on 2026-08-16
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IT/Tech
Cloud Computing: Infrastructure & Operations, Systems Engineer, AI Engineer (Applied/Software)
Principal Architect
Optum Tech is a global leader in health care innovation. Our teams develop cutting-edge solutions that help people live healthier lives and help make the health system work better for everyone. From advanced data analytics and AI to cybersecurity, we use innovative approaches to solve some of health care's most complex challenges. Your contributions here have the potential to change lives.
Ready to build the next breakthrough? Join us to start Caring. Connecting. Growing together.
Join us in shaping the future of customer engagement as a Principal Architect supporting our enterprise contact center platform. In this highly visible role, you will provide technical leadership for the evolution of modern customer experience capabilities, helping drive innovation across cloud, AI, and contact center technologies. You'll partner with engineering, product, and business leaders to solve complex challenges, influence strategic direction, and deliver scalable solutions that improve experiences for both customers and employees.
You'll enjoy the flexibility to work remotely from anywhere within the U.S. as you take on some tough challenges. For all hires in the Minneapolis or Washington, D.C. area, you will be required to work in the office a minimum of four days per week.
Primary Responsibilities:- Architectural Design & Strategy
- Lead the design and architecture of Amazon Connect-based contact center solutions with integrated telephony systems
- Focus on areas including Product Development, Data & Analytics, Observability & Business Continuity, Routing, Desktop/CTI, WFM/WFO, Amazon Platform Integration, SBC/Telephony, AI, and GenAI technologies
- Develop and implement architectural best practices to ensure scalability, reliability, and security of the contact center platform
- Technical Leadership
- Provide hands-on expertise to create accelerators and frameworks for engineering and delivery teams
- Mentor and guide junior architects and engineers, fostering a culture of continuous learning and improvement
- Stay current with industry trends and emerging technologies from vendors such as Amazon, Google, Microsoft, Oracle, etc., and integrate them into the architecture as appropriate
- Collaboration & Communication
- Collaborate with cross-functional teams including engineering, delivery, and product management to gather requirements and translate them into technical specifications
- Clearly communicate complex technical concepts and solutions in both written and verbal form to stakeholders at all levels
- Utilize design tools such as Draw.io, PlantUML, Mermaid, PowerPoint, Miro, and Figma to create comprehensive architectural diagrams and documentation
- Problem Solving & Support
- Address production and non-production issues, providing expert support to resolve technical challenges promptly
- Lead the lifecycle from feature grooming to Day 2 support, ensuring quality deliverables and customer satisfaction
- Analyze and understand protocol stacks and data entity models to troubleshoot and optimize system performance
- Innovation & Continuous Improvement
- Evaluate and implement AI and GenAI solutions to enhance the contact center capabilities
- Develop strategies for observability and business continuity to ensure system resilience
- Drive innovation by integrating industry standards and technologies into the contact center platform
- Collaborate with vendor product teams to align their product roadmap with future needs
- Collaborate with vendor support teams to manage key issues on vendor platform
- Solid knowledge of application, technology, and data architecture principles
- Proficiency in understanding and analyzing protocol stacks and data entities
- Hands-on experience with design and collaboration tools like Draw.io, PlantUML, Mermaid, PowerPoint, Word, Excel, Miro, and Figma
- Familiarity with cloud platforms (AWS, Azure, Google Cloud) and services
- Hands on experience with Cloud native tech stack:
Experience working with diverse technologies:
Java, Public Cloud (Azure), Cloud (Docker, Microservices/Spring Boot), RDBMS (MySQL) + nosql (Cassandra, MongoDB, Elastic), APIs (REST, Graph QL), API gateways (Kong etc.), Data Streaming…
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