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 diversity and inclusion, talented peers, comprehensive benefits and career development opportunities. Come make an impact on the communities we serve as you help us advance health equity on a global scale. Join us to start Caring. Connecting. Growing together.

Introduction:

The Contact Center Services (CCS) team is transforming our contact center infrastructure and applications through a multi-year OMNI-Channel program.  The OMNI program provides a platform and application level technical refresh for the delivery of ~1M calls/day to ~75K agents globally. In addition to the voice channel, it will also refresh and deliver new customer channel interactions through outbound voice, chat, email, click-to-call, etc.

 

Position Description:

We are looking for highly motivated IVR development thought leaders to join our team! You will be a critical member of our scrum teams that are re-architecting, simplifying and consolidating our IVR applications into Voice Bots as a part of the broader OMNI Channel program.  This role will be responsible for design and develop AI solutions that utilize Microsoft Azure Cognitive Services and/or other technologies/frameworks as directed. Must have experience reacting to problems and correcting the program, as necessary. The Developer must have experience in analyzing customer needs and developing the overall concept and design objectives. This is a great opportunity to build new applications from the ground up in a very complex and large-scale environment, with leadership opportunities for the right candidate.

Primary Responsibilities:

The Apps Dev is responsible for providing technical expertise in all aspect of building and supporting Conversational IVRs (Integrated Voice Response) to meet complex business needs Serve as a subject-matter expert in sophisticated IVR BOTs development and design best practices You will collaborate closely with business partners and interface teams to clarify and fulfill requirements from design through acceptance and implementation This role requires excellent written and oral communication skills and the ability to work closely with your teammates in a matrixed organization Work with PM and User experience design teams to create innovative product solutions to meet business objectives Collaborate with architects, engineers, QA and Operations teams to design and develop strategic and tactical solutions There is no on-call support requirement, however you will sometimes be required to work off-hours as needed to support implementation windows Comply with the terms and conditions of the employment contract, company policies and procedures, and any and all directives (such as, but not limited to, transfer and/or re-assignment to different work locations, change in teams and/or work shifts, policies in regards to flexibility of work benefits and/or work environment, alternative work arrangements, and other decisions that may arise due to the changing business environment). The Company may adopt, vary or rescind these policies and directives in its absolute discretion and without any limitation (implied or otherwise) on its ability to do so

Required Qualifications:

Required skills necessary to perform role successfully, skills to consider…

·       5+ years of enterprise-scale IVR application development experience

Knowledge of Core Java, Linux basics, Web-Services, REST based micro-services, Spring framework, Spring Core, Spring Boot, JAVA/J2EE.

·       Knowledge of Azure Bot Service, Azure Cognitive services (ex: LUIS.ai), and QnA maker Microsoft Bot framework is strongly desired.

Experience with Azure, Genesys Cloud and relevant technologies such as CCAI, Dialog flow ES, Dialog flow CX, GVP or Nuance Mix Tools is considered Experience using Git and Jenkins Hand on experience with agile and scrum development methodologies. Experience in NLP (Natural Language Processing) & NLU (Natural Language Understanding), ML (Machine Learning), Conversational AI

·       Experience with web services integration

·       Excellent troubleshooting and analytical skills in a complex, distributed environment

·       Bachelor’s degree in technology discipline or equivalent experience

Preferred Qualifications:

·       Nuance grammar development experience

·       Experience developing applications in Genesys Composer

·       Experience developing applications in google dialog

Experience in automated testing desired

·       CI/CD experience, including the development of Jenkins scripts

·       Knowledge of SQL and experience with relational databases

#LETSGROW At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone–of every race, gender, sexuality, age, location and income–deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes — an enterprise priority reflected in our mission.