Job Description
Have you got what it takes to succeed The following information should be read carefully by all candidates.
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.
What you'll do:
The Lead Software Engineer role is essential to supporting our PinDrop Business Funded Security Initiative.
This dedicated employee will be responsible for the collaboration with onshore business resources to interpret requirements into implementation and to attend business partner meetings as the Routing expert.
You'll enjoy the flexibility to work remotely* from anywhere within the UK as you take on some tough challenges.
Primary Responsibilities:
Design, develop, and support Genesys voice routing solutions using Composer/IRD with solid SCXML expertise; VXML is a plus
Build and maintain routing workflows using URS, Orchestration Server, and Genesys Rules Engine
Configure, administer, and troubleshoot Genesys platforms using GRAT, GAX, GA, Pulse, and log analysis tools
Develop and support integrations across Genesys Suite, Amazon Connect, and related contact center technologies
Implement CI/CD pipelines using Jenkins and GitHub; perform basic Java development as needed
Troubleshoot and resolve production routing issues, including participation in on-call support
Architect and deliver new routing solutions meeting business and customer requirements
Collaborate effectively with cross-functional teams and provide technical guidance or leadership when required
Who You'll Be:
An experienced Genesys routing engineer with solid expertise in voice routing, Composer/IRD, and SCXML
A hands-on developer comfortable working with Genesys Suite technologies, CI/CD pipelines, and basic Java
A problem-solver who can troubleshoot complex production issues in high-availability contact center environments
A technical contributor with experience in Amazon Connect and enterprise contact center integrations
A solid collaborator and communicator, able to work effectively with cross functional teams and stakeholders
A potential technical lead or mentor, bringing experience in solution design, architecture, and team support
You will 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 providing development for other roles you may be interested in.
Required Qualifications
Undergraduate degree or equivalent experience
CICD experience with Jenkins and GitHub
Proven routing development experience in Genesys Contact Center Solutions (Voice Routing)
Proven development experience using Genesys Suite of technologies (Genesys CTI, Genesys SIP, Genesys Composer, ORS (Orchestration Server), Genesys OCS, Genesys Workspace)
Proven design and development experience in Routing Applications for Voice routing using Composer / IRD, SCXML is a must and VXML
Proven experience with basic Java development
Demonstrated proficiency in Client applications like GRAT, Composer, GAX (Genesys Administrator Extension), GA(Genesys Administrator), Pulse, log analysis tools
Preferred Qualifications:
Proven Pindrop experience
Proven solid experience with Genesys Framework
Proven prior team management experience
Demonstrated experience in developing Routing workflows using Composer
Demonstrated experience in Genesys Rules Engine
Proven experience in designing, developing and debugging routing solutions implemented using Genesys Orchestration Server, Genesys Rules Engine and URS
Proven experience in troubleshooting routing issues in production on call
Demonstrated working knowledge of Genesys/Cisco Framework, reporting, routing and multi-channel components.
Demonstrated ability to architect routing design and development for new solutions that will be implemented for the customer
Demonstrated excellent communication and interpersonal skills
*All telecommuters will be required to adhere to the UnitedHealth Group's Telecommuter Policy.
Please note you must currently be eligible to work and remain indefinitely without any restrictions in the country to which you are making an application. Proof will be required to support your application.
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 employer and all qualified applicants will receive consideration for employment without regard to disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex, sexual orientation, or any other characteristic protected by law. UnitedHealth Group is a drug-free workplace. © 2026 UnitedHealth Group. xcunqrw All rights reserved.
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