Contact Center Architect (Amazon Connect)

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.