Seeking a technical leader to establish and drive contact center technical strategy for technology areas such as agent desktop, routing, outbound dialer, and self-service tools. The ideal candidate will have advanced knowledge of contact center technology, technical tools and strategies, performance metrics, and interoperability/dependencies between technologies.
In this position, you will drive capability strategy, technical planning, and roadmap delivery for an assigned product area, oversee the work of junior resources supporting this portfolio, and be a primary resource for helping Optum and UHC businesses enhance customer engagement, improve service and NPS, and drive operational efficiencies.
Careers with Optum offer flexible work arrangements. Individuals living and working in the Republic of Ireland will have the opportunity to split their monthly work hours between our Dublin or Letterkenny locations and telecommuting from a home-based office in a hybrid work model.
Primary Responsibilities:
* Oversee the lifecycle of new, existing, or acquired capabilities in the OmniChannel space.
* Review product performance against expectations.
* Facilitate changes to your product portfolio to improve competitive position and performance.
* Collaborate with internal and external stakeholders to determine future capability and feature direction and respond to technology inquiries.
Required Qualifications:
* Extensive experience in product development, ideally in a customer-facing role.
* Proficiency in product management methodologies and tools.
* Ability to analyze complex data and make informed decisions.
Preferred Qualifications:
* Experience with business consulting in technology.
* Experience delivering presentations to executive stakeholders.
* Experience producing product demos and information materials.
* Presence and diplomacy skills.
Soft Skills:
* Excellent communication, negotiation, and interpersonal skills.
Additional Notes:
* You must currently be eligible to work and remain indefinitely without restrictions in the country of application. Proof will be required.
* All telecommuters must adhere to UnitedHealth Group’s Telecommuter Policy.
Our mission is to help people live healthier lives and improve the health system. We are committed to health equity, addressing disparities, and environmental sustainability.
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