Senior Manager AI ML Engineering Contact Center Tech Side Amazon LEX

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.

Primary Responsibilities

• Engineering Leadership
• Lead and mentor engineering teams building AI/ML and Conversational AI solutions
• Define and execute technology roadmaps aligned with business goals
• Drive engineering excellence through scalable, reliable, and secure software practices
• Establish delivery, quality, and adoption metrics to measure success
• Agile Delivery & Execution
• Drive Agile delivery across multiple teams using Scrum, Kanban, or SAFe methodologies
• Ensure predictable execution through effective planning, prioritization, and risk management
• Balance innovation, technical debt, and business priorities to achieve delivery outcomes
• Foster a culture of continuous improvement and operational excellence
• AI Strategy & Innovation
• Accelerate AI adoption across products, platforms, and internal processes
• Lead innovation initiatives leveraging Generative AI, Conversational AI, Voice AI, and intelligent automation
• Evaluate emerging AI technologies and drive experimentation at scale
• Champion responsible AI and AI Development Lifecycle (AIDLC) practices
• Conversational AI & Platform Integration
• Lead the development of enterprise-grade chatbots, voice bots, and virtual assistants
• Provide technical leadership across Amazon Lex, Google Dialogflow, and Google ADK
• Drive integration with enterprise applications, CCaaS platforms, and customer engagement solutions
• People & Stakeholder Leadership
• Build, coach, and develop high-performing engineering teams
• Foster an inclusive, collaborative, and innovation-focused culture
• Partner effectively with business leaders, product teams, architects, and executive stakeholders
• Drive alignment across cross-functional teams to deliver business outcomes
• Engineering Excellence & Compliance
• Drive adoption of CI/CD, Terraform, DevOps, and cloud-native engineering practices
• Implement Shift-Left approaches for quality, security, and operational readiness
• Ensure compliance with enterprise security, privacy, and governance requirements
• Promote DevSecOps and Responsible AI best practices
• 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
  

• Bachelor's or Master's degree in Computer Science, Engineering, or a related field
• 10+ years of software engineering experience, including 5+ years in engineering leadership roles
• Experience leading enterprise AI/ML and engineering teams
  
  

• Solid hands-on experience with:
• Amazon Lex
• Google Dialogflow
• Google ADK
• Experience building and scaling:
• Voice Bots
• Chatbots
• Virtual Assistants
• Proficiency in Python, Node.js, or TypeScript
• Solid experience with CI/CD pipelines, Terraform, DevOps practices, and cloud-native architectures AI & Platform Experience
• Solid understanding of AI Development Lifecycle (AIDLC) and Responsible AI principles
• Experience integrating AI solutions with enterprise systems and workflows
• Exposure to LLMs, RAG, Agentic AI, and modern AI architectures
• Experience working with CCaaS platforms and integrations
• Leadership & Business Acumen
• Solid people leadership, coaching, and talent development experience
• Excellent stakeholder management and executive communication skills
• Proven ability to drive AI transformation and organizational change
• Demonstrated track record of delivering innovative solutions with measurable business impact
  

• Certifications in AI/ML, Cloud Technologies, Agile, or DevOps
• Experience with Azure AI, AWS AI/ML, or Google Cloud AI services
• Experience with Genesys, NICE, Five9, Amazon Connect, or similar CCaaS platforms