Contact Center Architect – Healthcare, Amazon Connect

This is a fully remote position, open to applicants in Missouri.

📋 Description

• We are looking for a proactive, business-oriented Contact Center Architect to take charge of the comprehensive design of our healthcare contact center using Amazon Connect, encompassing member, provider, and self-service interactions.

• The perfect candidate will be a versatile professional, equally adept at brainstorming a contact flow alongside a business partner, discussing IAM and PHI management with security teams, and collaborating with developers on Lambda integrations.

• Lead discussions with the business — facilitate working sessions with operations, member/provider experience, product, and compliance stakeholders to uncover goals, challenges, and the rationale behind each requirement.

• Connect business and IT — convert business objectives into precise technical specifications for development teams, and reframe technical limitations and trade-offs into actionable insights for the business.

• Build and maintain trust — serve as the single, reliable point of contact for both sides; adopt the customer’s viewpoint and represent it faithfully throughout the delivery process.

• Drive decision-making — conduct design reviews, foster consensus among competing priorities, and ensure initiatives progress without sacrificing business value or technical soundness.

• Own the complete architecture of the Amazon Connect contact center across member, provider, and self-service journeys.

• Design IVR / IVA and contact flows, routing strategies, queueing, and omnichannel (voice, chat, callback) experiences optimized for self-service and containment.

• Architect caller authentication and identity flows — including data-driven verification, integration with member/provider record systems, and secure handling of PHI/PII.

• Set up monitoring, logging, and alerting (e.g., CloudWatch) and determine the essential KPIs — authentication rate, self-service/containment rate, average handle time, and deflection.

⛳️ Requirements

• 10+ years of overall IT experience, with a proven history of delivering customer-centric solutions.

• 4–6+ years in AWS cloud/solution architecture.

• 3+ years of hands-on experience with Amazon Connect in live environments.

• Experience in healthcare contact centers is essential — direct interaction with member, provider, and self-service journeys (payer, provider, PBM, or health-services context).

• Proven expertise in enhancing authentication, self-service, and/or containment metrics within a contact center.

• Familiarity with the Amazon Connect ecosystem: Connect, Lex, Polly, Transcribe, Contact Lens.

• Knowledge of AWS services: Lambda, API Gateway, DynamoDB, S3, Kinesis, Redshift, Athena.

• Experience in IVR/IVA design, telephony, and CTI integration.

• Understanding of caller authentication/identity verification methods and secure handling of PHI/PII.

• Experience with CRM and enterprise integration (Salesforce, ServiceNow, and healthcare core systems).

🏝️ Benefits

• PPE: https://www.brillio.com/platform-and-product-engineering/

• Equal Employment Opportunity Declaration: Brillio is an equal opportunity employer to all, regardless of age, ancestry, colour, disability (mental and physical), exercising the right to family care and medical leave, gender, gender expression, gender identity, genetic information, marital status, medical condition, military or veteran status, national origin, political affiliation, race, religious creed, sex (includes pregnancy, childbirth, breastfeeding, and related medical conditions), and sexual orientation.