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.
We are seeking a Senior AI/ML Engineer to design, build, and scale advanced machine learning and analytics solutions that enable Customer Experience (CX) teams to proactively identify, predict, and resolve customer issues.
This role focuses on forecasting, anomaly detection, correlation analysis, and root cause discovery using structured and unstructured enterprise data. The engineer will drive end to end ML solution delivery, ensuring models are production ready, explainable, and business impact driven.
Primary Responsibilities:
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Machine Learning & Advanced Analytics
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Design, develop, and deploy ML models to analyze customer experience data
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Build time series and forecasting models to predict trends, demand, and outcomes
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Implement anomaly detection frameworks to surface abnormal patterns
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Perform correlation and root cause analysis across multi source datasets
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Apply supervised, unsupervised, and semi supervised learning techniques
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Data & ML Engineering
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Develop scalable ML pipelines using Python and Databricks
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Perform feature engineering on large, complex enterprise datasets
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Partner with data engineers to ensure data quality, availability, and observability
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Deploy models into production environments with monitoring and alerting
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Architecture & Delivery Leadership
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Own the technical design and architecture of ML solutions
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Translate CX business problems into ML problem statements and metrics
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Drive end to end delivery from experimentation to production rollout
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Mentor junior engineers and contribute to internal ML best practices
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Responsible & Explainable AI
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Ensure models are interpretable, stable, and trustworthy
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Incorporate fairness, transparency, and governance standards
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Monitor model drift and performance degradation over time
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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
Behavioral Expectations
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Business first, outcome driven problem solver
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Solid ownership mindset with accountability for production outcomes
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Analytical, hypothesis driven approach to problem solving
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Ability to explain complex ML insights to non technical stakeholders
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Systems thinker with end to end awareness of data and decision flows
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Quality focused with emphasis on explainability and reliability
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Mentor and technical leader within the ML community
Advanced Technologies & AI Techniques
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Forecasting & Time Series Models: ARIMA, Prophet, LSTM
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Anomaly Detection: Isolation Forest, Autoencoders, statistical thresholds
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Correlation & Root Cause Analysis: SHAP, feature importance, causal signals
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Clustering & Segmentation: K Means, DBSCAN
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ML Stack: Python, Pandas, NumPy, Scikit learn
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Platforms: Databricks, Azure ML, Azure Functions
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Monitoring: Azure Monitor, Application Insights
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Explainability & Governance: Model interpretability and drift detection
Required Qualifications:
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Bachelor's or Master's degree in Computer Science, Engineering, or related field
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5+ years of software development experience
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5+ years delivering ML solutions in production environments
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Hands-on experience with Databricks and large scale data processing
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Experience with ML model evaluation, monitoring, and lifecycle management
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Solid experience with forecasting, anomaly detection, and CX analytics
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Advanced proficiency in Python
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Proven solid communication and stakeholder engagement skills
Preferred Qualifications:
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Azure AI / Developer certifications
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Experience with customer experience or operational analytics platforms
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Experience working in Agile delivery environment
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Exposure to NLP for customer feedback analysis
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Very good in communication
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.
