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. The Sr. Software Engineer, Systems Management is a customer-facing, billable position chartered with engaging customers in a consultative capacity and providing specialized expertise around NICE CXone products, the contact center industry, and other contact center ecosystem topics including CRM, telecommunications infrastructure, analytics, social media, as well as other digital channels. This position has responsibilities for the full suite of CXone products but there will be a large emphasis on CXone Digital products. You will be a subject matter expert within the realm of digital channels such as social media, SMS, chat and email. You will be responsible to understand, design, and configure AI and Bot applications as well as gather and document detailed requirements for new clients. You will be heavily involved in developing processes and documentation around new exciting digital based products that are being created by our R&D teams. This position is responsible for both technical and business tasks, including enterprise contact center solution design, managing customer expectations and satisfaction, configuring NICE CXone products based on industry best practices and customer requirements, coordinating inter-departmental activities within NICE CXone and successfully guiding clients through the project life cycle. You’ll enjoy the flexibility to work remotely * from anywhere within the U.S. as you take on some tough challenges. Primary Responsibilities: Create, manage, and respond to support tickets submitted by customers experiencing challenges with Contact center platform Provide exceptional omnichannel customer support by gathering and interpreting customer challenges Act as a technical liaison or subject matter expert in supporting cross-functional issues Support the Technical Support Specialist in advanced trouble-shooting needs, Triaging/Attending war rooms as required Provide on call support outside business hours, if required Ownership and responsibility for the end-to-end design of the technical architecture including Routing strategy, API approach and external data integrations Work as an Individual contributor and would be responsible to work with onshore stakeholders/clients to gather requirements, perform end-to-end implementation Collaboration with stakeholders, including business product owners, clients, and vendors to identify project scope, define timelines and project implementation Would be responsible for end-to-end implementation for a client engagement Identify automation opportunities and optimize implementation processes 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. Required Qualifications: 8+ years of software engineering work experience 2+ years of experience with Production Support 3+ years of Contact Center experience 1+ years of NICE CXone platform experience Preferred Qualifications: Bachelor’s degree in software engineering, information technology or related field 1+ years of development experience using REST and SOAP API integrations 1+ years of experience working on client projects and experience interacting directly with the client 1+ years of experience working in designing, planning, and implementing *All employees working remotely will be required to adhere to UnitedHealth Group’s Telecommuter Policy. California, Colorado, Connecticut, Hawaii, Nevada, New Jersey, New York, Rhode Island, or Washington Residents Only: The salary range for California, Colorado, Connecticut, Hawaii, Nevada, New Jersey, New York, Rhode Island, or Washington residents is $88,000 to $173,200 annually. Pay is based on several factors including but not limited to education, work experience, certifications, etc. In addition to your salary, UnitedHealth Group offers benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with UnitedHealth Group, you’ll find a far-reaching choice of benefits and incentives. 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. Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law. UnitedHealth Group is a drug – free workplace. Candidates are required to pass a drug test before beginning employment.
