Principal Amazon Connect Architect - Remote

Improve the lives of others while Caring. Connecting. Growing together.

Job Description
- Principal Amazon Connect Architect
- Remote (2348355)

Our Optum Serve IT team develops 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. To support this mission, OSIT has initiated a multi‑year modernization program aimed at updating and enhancing enterprise technology systems in accordance with modern design standards.

Your contributions here have the potential to change lives. Ready to build the next breakthrough? Join us to start Caring. Connecting. Growing together.

The role leads the design and architecture of Amazon Connect-based contact center solutions, integrating telephony systems and supporting areas such as product development, data and analytics, observability, routing, desktop/CTI, WFM/WFO, platform integration, SBC/telephony, and AI/GenAI. It provides technical leadership by developing best practices, creating accelerators and frameworks, mentoring engineers, and staying current with industry technologies from major vendors. The position collaborates closely with engineering, delivery, and product teams to translate requirements into technical solutions and communicates complex concepts clearly to stakeholders.

It also involves producing architectural documentation using industry standard design tools, resolving production and non production issues, leading the full feature lifecycle, optimizing system performance, implementing AI and GenAI capabilities, and driving innovation aligned with industry standards and vendor roadmaps.

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.

• Serve as the technical owner of the Amazon Connect platform, including architecture standards, shared services, and integration patterns
• Define and maintain reference architectures for Amazon Connect and supporting AWS services
• Own platform level decisions related to scalability, resiliency, security, observability, and cost optimization
• Partner with product, engineering, security, and operations leaders to align platform capabilities with roadmap priorities
• Ensure consistent implementation patterns across teams and vendors to prevent fragmentation of the platform

• Apply application, technology, and data architecture principles to guide solution design
• Analyze protocol stacks and data entities to support technical decision making
• Create high quality architectural documentation and diagrams using tools such as Draw.io, PowerPoint, Word, Excel, Confluence, and Miro.
• Work across major cloud platforms (AWS and Azure) and leverage cloud native technologies including Java, Azure services, Docker, Microservices/Spring Boot, and relational/No
  
  SQL databases (MySQL, Elasticsearch, PostGreSQL)
• Design and integrate REST APIs and manage API gateways
• Enable real time data streaming and integrations using Kafka
• Build and maintain observability solutions using Grafana
• Drive innovation through the design and implementation of GenAI and AI/ML capabilities

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

• 12+ years of experience in solution architecture with a focus on contact center technologies and telephony systems. This could include experience as full stack engineer in the mentioned platforms
• 6+ years of experience in Product Development, Data & Analytics, Routing, Desktop/CTI, WFM/WFO, and SBC/Telephony
• 4+ years of experience with Amazon Connect and integrating telephony solutions
• 1+ years of experience in AI and GenAI technologies applied within contact center environments
• Experien…