CCaaS Solution Architect / CCaaS Developer

Position: CCaaS Solution Architect / CCaaS Developer

Location: Louisville, Kentucky (Hybrid)

Summary:

• The CCaaS Solution Architect will lead the design and modernization of client’s contact 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.

Looking forward for your reply.