AWS Connect Solutions Architect

Senior AWS Connect Solutions Architect & Lead Developer

We are seeking a hands-on AWS Connect Architect to lead the technical migration of a large healthcare payer for chat and voice services migrating from Genesys/LivePerson to Amazon Connect. This is a role requiring a candidate who can define high-level architecture, advise on migration best practices, provide innovative solutions and roll up their sleeves to build complex contact flows and integrations.

Key Responsibilities

• Architectural Leadership: Design and document the end-to-end migration strategy from to a unified AWS Connect environment for both Voice and Chat.
• Requirements Engineering: Lead discovery sessions to translate legacy "must-have" features and identified "gaps" into AWS-native functional requirements, with a specific focus on Digital Chat workflows.
• Hands-on Development: Build and optimize complex Contact Flows, Lex Bots (V2), and Lambda-based integrations to ensure a seamless member experience.
• Migration Advisory: Serve as the Subject Matter Expert (SME) on CCaaS migration best practices, including cutover strategies, feature mapping, agent desktop integrations and AI desktop interventions.
• Stakeholder Engagement: Act as the primary technical point of contact for various stakeholders and partner vendors, ensuring the solution aligns with Healthcare compliance (HIPAA), compliance and other value-based care objectives.
• Chat Specialization: Define the requirements for persistent chat, asynchronous messaging, chat to contextual agent handoffs within the AWS ecosystem.

Required Skills & Qualifications

• Experience: 5–7 years of professional experience in Contact Center technology, with at least 3 years of deep, hands-on experience specifically with Amazon Routing, Connect flows, Lex Bot development, Agent Assist features. Agent desktop integrations.
• Migration Expertise: Proven track record of migrating large-scale enterprises from other CCaaS systems to AWS Connect.
• Technical Stack: Expertise in AWS Connect Contact Flows, Lambda (Python or Node.js), and Amazon Lex. Strong understanding of AWS ecosystem services: DynamoDB, Kinesis, S3, and CloudWatch. Familiarity with CRM integrations (Salesforce Health Cloud or similar). Knowledge also on Genesys / LivePerson Chat is preferred.
• Domain Knowledge: Previous experience in U.S. Healthcare (Provider/Payer) is highly preferred, including understanding HIPAA mandates and care coordination workflows.
• Soft Skills: Ability to consult with business leaders to gather requirements and then immediately translate those into technical execution.