Role: Contact Center Architect (Amazon Connect)
Location: Remote
Job Description:
Own the end-to-end 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 systems of record, and secure handling of PHI/PII.
Design conversational self-service using Amazon Lex, Polly, and Transcribe, with a clear strategy for deflection, containment, and graceful escalation to agents.
Drive modernization from legacy contact center platforms (e.g., Avaya, Genesys) where applicable.
Development & Integration
Oversee integration with healthcare enterprise systems core administrative/claims platforms, member and provider data, CRM (Salesforce, ServiceNow), and third-party identity or eligibility services.
Architect serverless, event-driven solutions using AWS Lambda, API Gateway, DynamoDB, S3, and Kinesis.
Partner hands-on with developers set design standards, review implementations, and unblock the team rather than throwing designs over the wall.
Security, Compliance & Governance (Healthcare)
Design for HIPAA and PHI/PII protection define IAM, encryption (in transit and at rest), least-privilege access, and audit/logging controls appropriate to a regulated healthcare environment.
Ensure compliance with organizational and regulatory standards; conduct design reviews and risk assessments.
Operations & Optimization
Establish monitoring, logging, and alerting (e.g., CloudWatch) and define the KPIs that matter authentication rate, self-service / containment rate, average handle time, and deflection.
Lead root-cause analysis and continuous improvement; turn contact center analytics into prioritized action.
Apply Infrastructure as Code (CloudFormation / Terraform) and CI/CD practices for repeatable, reliable deployments.
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.
