Contact Center Architect - Amazon Connect (United States)

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Contact Center Architect

Full time, Direct Hire

St. Louis / NY/NJ / Remote (CST/EST)

Amazon Connect | Member, Provider & Self-Service Experience | Business–IT Bridge • Authentication, Self-Service & Containment Focus

Role Summary

• We are seeking a hands-on, business-savvy Contact Center Architect to own the end-to-end design of our healthcare contact center on Amazon Connect, spanning member, provider, and self-service experiences. This is not a back-room engineering role. The person we are looking for is the connective tissue between the business and IT — a trusted advisor who can sit with operations, product, compliance, and member-experience leaders, understand what they are truly trying to achieve, and translate that into a resilient, secure, measurable technical architecture that the development teams can build with confidence.
• The ideal candidate is a genuine “jack of all trades”: equally comfortable whiteboarding a contact flow with a business sponsor, debating IAM and PHI handling with security, and pairing with developers on a Lambda integration. Above all, they earn trust quickly on both sides of the house — the business believes this person understands their world, and IT believes this person understands theirs.

Role Responsibilities:

Business & IT Partnership

• Partner with business, operations, product, member/provider experience, and compliance teams to understand goals and requirements.
• Translate business needs into clear technical solutions and explain technical trade-offs to stakeholders.
• Lead design discussions, build consensus, and serve as a trusted bridge between business and IT.

Amazon Connect Architecture

• Own the end-to-end Amazon Connect architecture for member, provider, and self-service experiences.
• Design IVR/IVA, contact flows, routing, omnichannel experiences, and self-service solutions.
• Architect caller authentication, identity verification, and secure PHI/PII handling.
• Use Amazon Lex, Polly, and Transcribe to improve self-service and call containment.
• Support modernization from legacy platforms such as Avaya and Genesys.

Development & Integration

• Design integrations with healthcare systems, member/provider data, CRM platforms, and identity/eligibility services.
• Architect AWS solutions using Lambda, API Gateway, DynamoDB, S3, and Kinesis.
• Work closely with developers to review designs, set standards, and resolve technical challenges.

Security & Compliance

• Ensure solutions meet HIPAA and healthcare security requirements.
• Design appropriate IAM, encryption, access controls, logging, and auditing.
• Conduct security and architecture reviews and risk assessments.

Operations & Optimization

• Establish monitoring and KPIs such as authentication, self-service, containment, deflection, and average handle time.
• Lead root-cause analysis and continuous improvement using contact center data.
• Use CloudWatch, CloudFormation/Terraform, and CI/CD to support 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.

Equal Employment Opportunity Declaration

Brillio is an equal opportunity employer to all, regardless of age, ancestry, colour, disability (mental and physical), exercising the right to family care and medical leave, gender, gender expression, gender identity, genetic information, marital status, medical condition, military or veteran status, national origin, political affiliation, race, religious creed, sex (includes pregnancy, childbirth, breastfeeding, and related medical conditions), and sexual orientation.