UnitedHealth Group
Software Engineer
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Job Description
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.
Qualifications
Required Qualifications
- Bachelor’s degree with 4+ years of contact center technology support or software engineering experience
- 2+ years of experience supporting enterprise contact center technologies, including Amazon Connect and NICE CXOne
- 2+ years of experience in production support, incident management, and troubleshooting within large-scale enterprise environments
- 2+ years of experience supporting and troubleshooting CCaaS integrations, including voice authentication and fraud prevention solutions such as Pindrop
- 2+ years of experience with monitoring tools such as Splunk, CloudWatch, Dynatrace, Grafana, Zabbix, or equivalent platforms
- 2+ years of experience analyzing applications, system, and telephony logs to diagnose production issues
- 2+ years of experience working in a 24x7 operational support environment with on-call responsibilities
- 4+ years of knowledge of contact center technologies, telephony concepts, contact center routing, agent desktop support platforms, APIs, and system integrations
Preferred Qualifications
- Experience supporting Amazon Connect, NICE CXOne, or Pindrop in a large enterprise environment
- Experience leading major incident management and coordinating cross-functional outage response activities
- Familiarity with AWS, Azure, or GCP environments supporting CCaaS platforms
- Experience with scripting and automation tools for operational support activities
- Knowledge of ITIL Incident, Problem, and Change Management processes
- Relevant cloud, contact center, or IT service management certifications
- Experience leveraging enterprise-approved AI tools to streamline operational workflows and drive continuous efficiency improvements
- Strong problem-solving, communication, and stakeholder management skills
Skills & Technologies
About the Company
UnitedHealth Group
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Sign in to applyJob Details
Employment Type
Full Time
Experience Level
Senior
Salary Range
$72,800 – $130,000
Location
Basking Ridge, NJ
Work Mode
Remote
Posted
4 days ago
Country
US