Director, Software Engineering - Horsham, PA, Basking Ridge, NJ, or Ed

Posted 11 days 11 hours ago by UnitedHealth Group

Full Time
Secretarial & PA jobs
Pennsylvania, Horsham, United States, 19044
Job Description

Optum is seeking a Director of Software Engineering for our OmniChannel Team. Our department provides technology to a Contact Center that provides health insurance service and sales to AARP members. We develop, customize and support CRM, middleware (transactional messaging), letter writing, email, data quality, and knowledge management solutions. We integrate tightly with our enterprise telephony platform to deliver end to end call center capabilities to our internal stakeholders and external clients. We provide technology support for 1400 - 2200 call center agents (seasonal fluctuations).

Primary Responsibilities:

  • Responsible for a product delivering a wide range of CRM capabilities to the AARP Contact Center with up to 2200 contact center agents
  • This role will represent the "voice of the customer" by maintaining and prioritizing the backlog to ensure that the team is working on stories that maximize business value and deliver necessary fixes and functionality to all customers
  • Responsible for the agile development process and the work product created by scrum teams; this includes all aspects of the product including production support in a 24/7 environment
  • Responsible for communicating with stakeholders across the board, including customers, business managers, and the development team to make sure the goals are clear and the vision is aligned with business objectives
  • Requires a fundamental understanding of the end-to-end agent experience including system integration and dependencies
  • Manage the AARP Health product backlog; create the list of backlog items and prioritize them based on the overall strategy and business objectives
  • Will manage multiple agile scrum teams and additional supporting resources. (12-15)
  • Map out project dependencies to inform the necessary sequence of development
  • Prioritizing scope, budget, time, and capacity, weighing priorities according to the needs and objectives of stakeholders
  • Oversee development stages: work with stakeholders to identify and organize the steps required for the next iteration, meet with team to refine the process, identify areas for improvement, and support the sprint
  • Anticipate client needs by understanding and anticipating stakeholder needs to more effectively manage the development process
  • Act as primary liaison between stakeholders and teams
  • Manage support resources, change management and incident management for a 24/7 production environment

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:

  • Undergraduate degree or equivalent experience
  • 15+ years of experience in application development/software engineering
  • 5+ years of experience leading application development teams with a proven track record of delivering on commitments and moving teams to the next level of execution
  • 3+ years of experience managing Agile teams
  • Experience delivering projects and major programs using agile project management methodology
  • Experience managing budgets of over $2M
  • Prior Contact center experience
  • Technical experience in CRM and Knowledge Management
  • Working knowledge of DevOps concepts, including continuous integration and deployment
  • Experience developing and delivering application enhancements while maturing Agile best practices
  • Experience managing risk with a focus on application security coding and testing best practices
  • Experience leveraging metrics to create a cycle of continuous improvement

Preferred Qualifications:

  • Management or Architectural experience with cloud technologies and CRM SaaS products (SalesForce, Oracle CX…)
  • Management or Architectural experience with web and message-oriented middleware in a cloud environment.
  • Management or Architectural experience with Genesys GVP Contact Center capabilities. (Inbound and Outbound Call Management, Chat, Co-browse, Email, IVR, Messaging...)

Technology Careers with Optum . Information and technology have amazing power to transform the health care industry and improve people's lives. This is where it's happening. This is where you'll help solve the problems that have never been solved. We're freeing information so it can be used safely and securely wherever it's needed. We're creating the very best ideas that can most easily be put into action to help our clients improve the quality of care and lower costs for millions. This is where the best and the brightest work together to make positive change a reality. This is the place to do your life's best work.(sm)

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.

Job Keywords: Director, Software Engineering, Basking Ridge, NJ, New Jersey, Eden Prairie, MN, Minnesota, Horsham, PA, Pennsylvania

Email this Job