Contact Center Architect – Healthcare

Amazon Connect | Member, Provider & Self-Service Experience

Business–IT Bridge • Authentication, Self-Service & Containment Focus

Business Partnership & Discovery (the bridge role)

• Drive the conversation with the business — lead working sessions with operations, member/provider experience, product, and compliance stakeholders to surface goals, pain points, and the “why” behind every requirement.
• Bridge business and IT — translate business intent into clear technical requirements for development teams, and translate technical constraints and trade-offs back into language the business can act on.
• Earn and keep trust — act as the single, credible point of contact who both sides rely on; embrace the customer's perspective and represent it faithfully throughout delivery.
• Facilitate decisions — run design reviews, build consensus across competing priorities, and keep initiatives moving without losing either business value or technical integrity.

Contact Center Architecture (Amazon Connect)

• 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.

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.