We are seeking a highly analytical and solutions-oriented Contact Center AI & Analytics Analyst to support the evolution of our AWS-based contact center platform and identify opportunities to enhance operations through data, automation, and AI.
This role serves as a key contributor and subject matter resource for our contact center platform (Amazon Connect) and will play a critical role in improving customer experience, operational efficiency, and self-service capabilities. The ideal candidate will bring either experience with conversational AI and automation OR exceptional strength in business analysis and/or data analytics, with the ability to quickly apply those skills to emerging AI-driven solutions.
This individual will partner closely with operations, IT, and cross-functional stakeholders to analyze performance, identify opportunities, and support implementation of platform and process enhancements. Responsibilities include driving insights through reporting and analysis, supporting platform configuration and optimization, and contributing to the design of future-state AI-enabled customer interactions.
Success in this role requires strong problem-solving skills, the ability to translate business needs into technical or operational solutions, and a proactive mindset toward innovation and continuous improvement.
You'll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.
Candidate Profile Guidance:- We are seeking candidates who meet one of the following profiles:
- Advanced Business/Reporting Analyst:
- Exceptional skills in business analysis, data analysis, or reporting, with the ability to quickly learn AI concepts and apply them to operational improvements.
- Candidates without AI experience must demonstrate strong analytical depth,
- problem-solving ability, and experience driving insights or system/process improvements.
You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear directions on what it takes to succeed in your role as well as provide development for other roles you may be interested in.
Required Qualifications:- High School Diploma/GED
- 3+ years of experience in Business analysis (requirements, user stories, process documentation), OR Contact center operations analysis, OR Data/reporting analysis in an operational environment
- 2+ years experience with advanced business analysis (complex requirements, cross-functional initiatives, system/process design), OR 2 years experience with data and reporting skills (BI tools, operational metrics, trend analysis, Microsoft Excel (data analysis, reporting, dashboards)
- 1+ year of experience with contact center systems or telecom concepts (Amazon Connect, Genesys, NICE, or similar platforms)
- 1+ year of experience working with sensitive data (PHI/PII) and understanding of HIPAA considerations
- If you are offered this position, you will be required to provide extensive personal information to obtain and maintain a suitability or determination of eligibility for a Confidential/Secret or Top Secret security clearance as a condition of your employment
- United States citizenship
Preferred Qualifications:- Experience with conversational AI, chatbots, or voice automation solutions (e.g., Amazon Lex, Dialogflow, Azure Bot Framework)
- Experience with AWS-based contact center technologies (Amazon Connect, Contact Lens, Lex, Bedrock)
- Strong experience in contact center operations, including:
o IVR/call flow design
o Routing strategies
o KPI optimization (AHT, FCR, CSAT)
- Advanced reporting and analytics experience:
o Power BI, Tableau, or similar
o Building dashboards and deriving operational insights
- Experience identifying automation or optimization opportunities within business processes
- Ability to create conceptual designs such as:
o Draft call flows
o Intent models
o Process automations
- Experience supporting large-scale platform changes or system implementations
- Healthcare contact center or clinical workflow experience
- Six Sigma / Lean process improvement experience
*All Telecommuters will be required to adhere to UnitedHealth Group's Telecommuter Policy.
Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer 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 us, you'll find a far-reaching choice of benefits and incentives. The hourly pay for this role will range from $29 to $52 per hour based on full-time employment. We comply with all minimum wage laws as applicable.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Application Deadline: This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.
