Contact Center Architect – Healthcare

Amazon Connect | Member, Provider & Self-Service Experience

Work Arrangement: Remote
Candidate Location: EST or CST time zone only
Profile Focus: Diversity candidates encouraged to apply

Role Overview

We are seeking a Contact Center Architect with deep experience in Amazon Connect and healthcare contact center solutions. This role will serve as a critical bridge between business stakeholders and technical teams, owning architecture across member, provider, authentication, self-service, and agent experiences.

The ideal candidate combines strong Amazon Connect/AWS architecture expertise with excellent business communication, stakeholder management, and healthcare domain experience.

Key Responsibilities

Business Partnership & Discovery

• Lead working sessions with operations, member/provider experience, product, and compliance stakeholders.

• Translate business objectives and requirements into clear technical solutions.

• Communicate technical constraints, risks, and trade-offs to business stakeholders.

• Facilitate architecture discussions, design reviews, and cross-functional decisions.

• Build strong relationships across business and engineering teams.

Contact Center Architecture – Amazon Connect

• Own end-to-end architecture for Amazon Connect contact center environments.

• Design IVR/IVA, contact flows, routing, queueing, callback, voice, and chat experiences.

• Architect caller authentication and identity-verification solutions.

• Design secure member and provider authentication workflows involving PHI/PII.

• Implement conversational self-service using Amazon Lex, Polly, and Transcribe.

• Drive modernization initiatives from legacy platforms such as Avaya or Genesys.

Development & Integration

• Architect integrations with healthcare enterprise systems, CRM platforms, and identity/eligibility services.

• Work with platforms such as Salesforce, ServiceNow, and healthcare administrative/claims systems.

• Design serverless and event-driven solutions using:

  • AWS Lambda

  • API Gateway

  • DynamoDB

  • S3

  • Kinesis

• Partner closely with development teams through architecture, design reviews, implementation, and troubleshooting.

Security, Compliance & Governance

• Design solutions supporting HIPAA and PHI/PII protection.

• Define IAM, encryption, least-privilege access, audit, and logging controls.

• Participate in architecture reviews, risk assessments, and compliance activities.

Operations & Optimization

• Establish monitoring, logging, and alerting using CloudWatch and related AWS services.

• Define and improve contact center KPIs such as:

  • Authentication rate

  • Self-service/containment rate

  • Average handle time

  • Deflection rate

• Lead root-cause analysis and continuous improvement initiatives.

• Implement Infrastructure as Code using Terraform or CloudFormation.

• Support CI/CD practices for reliable deployments.

Required Qualifications

• 10+ years of overall IT experience.

• 4–6+ years of AWS cloud/solution architecture experience.

• 3+ years of hands-on Amazon Connect experience in production environments.

• Healthcare contact center experience is required.

• Experience supporting member, provider, payer, PBM, or health-services contact center journeys.

• Demonstrated experience with authen