Contact Center Architect – Healthcare

Role Overview

We are seeking a Contact Center Architect with strong Amazon Connect and healthcare experience to design and modernize member, provider, and self-service contact center solutions.

The role serves as a key Business–IT bridge, translating business needs into scalable technical solutions.

Key Responsibilities

• Own end-to-end Amazon Connect architecture for member, provider, and self-service journeys.
• Design IVR/IVA, contact flows, routing, authentication, and omnichannel experiences.
• Build conversational self-service using Amazon Lex, Polly, and Transcribe, focused on containment and deflection.
• Integrate Amazon Connect with healthcare systems, CRM, identity, eligibility, and claims platforms.
• Architect AWS solutions using Lambda, API Gateway, DynamoDB, S3, Kinesis, CloudWatch, and related services.
• Lead caller authentication, PHI/PII protection, IAM, encryption, logging, and HIPAA compliance.
• Support modernization from legacy platforms such as Avaya/Genesys.
• Partner with business and engineering teams, lead design reviews, and drive technical decisions.
• Establish monitoring and KPIs for authentication, containment, deflection, and AHT.
• Use Terraform/CloudFormation and CI/CD for reliable deployments.

Required Skills

• 10+ years overall IT experience.
• 4–6+ years AWS / Solution Architecture experience.
• 3+ years hands-on Amazon Connect production experience.
• Healthcare contact center experience is required — payer, provider, PBM, or healthcare services.
• Strong experience with Amazon Connect, Lex, Polly, Transcribe, Contact Lens.
• Experience with IVR/IVA, CTI, authentication, and enterprise integrations.
• Strong knowledge of HIPAA, PHI/PII, IAM, security, and compliance.
• Excellent business stakeholder communication, facilitation, and leadership skills.

Preferred

• AWS Solutions Architect certification.
• Conversational AI / virtual-agent experience.
• Knowledge of HL7/FHIR and healthcare eligibility/benefits.
• Experience with QuickSight and Contact Lens analytics.