Position Summary
The CCaaS Solution Architect will lead the design and modernization of Client’s center platform leveraging Amazon Connect and/or Google Customer Engagement Suite (GECX). The role is responsible for defining target architecture, customer experience transformation roadmap, integration strategy, security compliance, and AI-enabled contact center capabilities.
Key Responsibilities
· Lead end-to-end CCaaS solution architecture for Amazon Connect and Google GECX implementations.
· Define architecture for Voice, Chat, SMS, Email, Virtual Agent, Agent Assist, and Workforce Optimization capabilities.
· Design integrations with CRM, Member Services, Provider Services, Claims, Eligibility, and backend healthcare platforms.
· Architect AI-powered solutions including:
o Intelligent Virtual Agents (IVA)
o Conversational AI
o Agent Assist
o Knowledge Management
o Real-time transcription and analytics
· Design API-led architecture and cloud-native integration frameworks.
· Ensure HIPAA, CMS, and healthcare compliance requirements are incorporated into the solution.
· Collaborate with business stakeholders, product owners, and engineering teams.
· Lead architecture governance and technology evaluation.
Required Skills
· 10+ years of Contact Center and Customer Experience architecture experience.
· 3+ years working with Amazon Connect and/or Google GECX.
· Experience with:
o Amazon Lex
o AWS Lambda
o Amazon Connect Contact Flows
o Google Dialogflow CX
o Google CCAI
o Agent Assist
o Conversational AI
· Strong API and integration architecture expertise.
· Cloud experience in AWS and Google Cloud Platform.
· Knowledge of healthcare payer operations.
Preferred Qualifications
· Amazon Connect Specialty Certifications.
· Google Cloud Professional Cloud Architect Certification.
· Healthcare domain experience including:
o Member Services
o Provider Services
o Claims
o Prior Authorization
• Care Management
