Contact Center Architect – Healthcare
Remote ( EST and CST candidates only )
Resource has to be on our W2
Need Candidates from Development Background, Amazon connect & AWS experience.
Experience : Level 15+ years
Candidate should have excellent communication skills.
Required Experience & Skills
Experience
• 10+ years of overall IT experience, with a track record of delivering customer-facing solutions.
• 4–6+ years in AWS cloud / solution architecture.
• 3+ years hands-on with Amazon Connect in production environments.
• Healthcare contact center experience is required — direct exposure to member, provider, and self-service journeys (payer, provider, PBM, or health-services setting).
• Demonstrated experience improving authentication, self-service, and/or containment metrics in a contact center.
Technical Skills
• Amazon Connect ecosystem: Connect, Lex, Polly, Transcribe, Contact Lens.
• AWS services: Lambda, API Gateway, DynamoDB, S3, Kinesis, Redshift, Athena.
• IVR/IVA design, telephony, and CTI integration.
• Caller authentication / identity verification patterns and secure PHI/PII handling.
• CRM and enterprise integration (Salesforce, ServiceNow, and healthcare core systems).
• Infrastructure as Code (CloudFormation / Terraform), CloudWatch, and CI/CD.
Communication & Leadership (critical to this role)
• Communication is as important as technical depth for this position. This person spends as much time in front of business stakeholders as in architecture diagrams, and will be evaluated on their ability to build trust and alignment across very different audiences.
• Exceptional verbal and written communication — able to explain complex technical concepts simply to non-technical stakeholders, and to capture business needs precisely for technical teams.
• Strong facilitation, stakeholder management, and consensus-building skills.
• Credibility and presence to be trusted by both business leaders and engineering teams.
• Analytical, problem-solving mindset with a bias toward measurable outcomes.
• Leadership and mentoring capability for development teams.
Preferred Qualifications
• AWS Certified Solutions Architect (Associate or Professional).
• Experience with conversational AI / chatbot and virtual-agent design.
• Familiarity with healthcare data and interoperability standards (e.g., HIPAA, HL7/FHIR) and eligibility/benefits flows.
• Experience with analytics and reporting tools such as QuickSight and Contact Lens for contact center performance.