Contact Center Architect – Healthcare, AWS Connect

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

📋 Description

• Lead business discovery sessions involving operations, member/provider experience, product, and compliance stakeholders.

• Convert business intentions into technical specifications and articulate technical limitations in a manner understandable to business stakeholders.

• Act as the reliable point of contact bridging business and IT.

• Facilitate design reviews, reach consensus, and assist in architectural decision-making.

• Oversee the comprehensive Amazon Connect contact center architecture, encompassing member, provider, and self-service journeys.

• Design IVR/IVA, contact flows, routing, queuing, and omnichannel experiences for voice, chat, and callbacks.

• Architect caller authentication and identity flows with secure handling of PHI/PII.

• Develop conversational self-service solutions using Amazon Lex, Polly, and Transcribe.

• Propel modernization efforts from legacy systems such as Avaya and Genesys.

• Manage integrations with healthcare administrative/claims platforms, member and provider systems, CRM, and identity or eligibility services.

• Design serverless, event-driven solutions on AWS.

• Collaborate closely with developers, establish design standards, review implementations, and facilitate delivery.

• Define IAM, encryption, least-privilege access, audit, and logging controls for HIPAA-compliant environments.

• Conduct compliance design reviews and risk assessments.

• Set up monitoring, logging, alerting, and key performance indicators for the contact center.

• Lead root-cause analysis initiatives and drive continuous improvement.

• Implement Infrastructure as Code and CI/CD practices.

• Mentor development teams.

⛳️ Requirements

• Over 10 years of comprehensive IT experience with a proven record in delivering customer-facing solutions.

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

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

• Required experience in healthcare contact centers, including member, provider, and self-service journeys.

• Proven experience in enhancing authentication, self-service, and/or containment metrics.

• Proficiency with Amazon Connect, Lex, Polly, Transcribe, and Contact Lens.

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

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

• Skills in caller authentication/identity verification and secure handling of PHI/PII.

• Familiarity with CRM and enterprise integration, particularly with Salesforce, ServiceNow, and healthcare core systems.

• Experience with Infrastructure as Code using CloudFormation or Terraform, CloudWatch, and CI/CD practices.

• Outstanding verbal and written communication abilities.

• Strong skills in facilitation, stakeholder management, and building consensus.

• Analytical and problem-solving mindset focused on measurable outcomes.

• Capability to lead and mentor development teams.

• AWS Certified Solutions Architect designation is preferred.

• Experience in conversational AI/chatbot and virtual-agent design is preferred.

• Familiarity with HIPAA, HL7/FHIR, and eligibility/benefits processes is preferred.

• Experience with QuickSight and Contact Lens is preferred.

🏝️ Benefits

• Remote position / 100% remote work.

• Long-term project position.