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 perks 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 highly skilled Lead AI/ML Engineer to drive data-driven transformation across our contact center ecosystem. This role will focus on unlocking insights from complex customer journey and contact center data to improve call flows, optimize operational efficiency, and elevate overall customer experience.

You will work at the intersection of AI/ML, customer analytics, and contact center platforms, shaping how we leverage data to guide decision-making and automation at scale.
- Primary Responsibilities:




- Data Insight & Analytics
- Analyze large-scale contact center and customer journey datasets to uncover actionable insights and trends
- Identify opportunities to optimize call flows, self-service experiences, and agent performance
- Develop models to improve cost efficiency, containment rates, and customer satisfaction
- AI/ML Development
- Design, develop, and deploy machine learning models to enhance customer experience and operational performance
- Leverage AI platforms and tools (e.g., Snowflake Cortex, United AI Studio) for scalable model development
- Contact Center Data Engineering
- Work across multiple data domains including:
- Agent state and workforce metrics
- Interaction-level data (voice, chat, messaging)
- IVR and call flow telemetry
- Integrate and normalize data across platforms to create unified datasets
- Platform Integration & Optimization
- Collaborate with

📌 Lead Data Scientist (Gurugram)
🏢 Optum
📍 Gurugram