Contact Center Architect - (Healthcare & Amazon Connect)

About Brillio: Brillio is one of the fastest growing digital technology service providers and a partner of choice for many Fortune 1000 companies seeking to turn disruption into a competitive advantage through innovative digital adoption. Brillio, renowned for its world-class professionals, referred to as "Brillians", distinguishes itself through their capacity to seamlessly integrate cutting-edge digital and design thinking skills with an unwavering dedication to client satisfaction . Brillio takes pride in its status as an employer of choice, consistently attracting the most exceptional and talented individuals due to its unwavering emphasis on contemporary, groundbreaking technologies, and exclusive digital projects. Brillio's relentless commitment to providing an exceptional experience to its Brillians and nurturing their full potential consistently garners them the Great Place to Work® certification year after yea r. Role:-Contact Center Architect – Healthc areRem oteContract & Full Ti me Role Sum maryWe 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 confide nce.Drive the conversation with the busi ness — lead working sessions with operations, member/provider experience, product, and compliance stakeholders to surface goals, pain points, and the “why” behind every requirem ent.Bridge business an d 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 t rust — act as the single, credible point of contact who both sides rely on; embrace the customer's perspective and represent it faithfully throughout deliv ery.Facilitate decis ions — run design reviews, build consensus across competing priorities, and keep initiatives moving without losing either business value or technical integr ity.Contact Center Architecture (Amazon Conn ect)Own the end-to-end architec ture of the Amazon Connect contact center across member, provider, and self-service journ eys.Design IVR / IVA and contact f lows, routing strategies, queueing, and omnichannel (voice, chat, callback) experiences optimized for self-service and containm ent.Architect caller authentication and iden tity flows — including data-driven verification, integration with member/provider systems of record, and secure handling of PHI/ PII.Design conversational self-ser vice using Amazon Lex, Polly, and Transcribe, with a clear strategy for deflection, containment, and graceful escalation to age nts.Drive moderniza tion from legacy contact center platforms (e.g., Avaya, Genesys) where applica ble.Development & Integra tionOversee integra tion with healthcare enterprise systems — core administrative/claims platforms, member and provider data, CRM (Salesforce, ServiceNow), and third-party identity or eligibility servi ces.Architect serverless, event-driven solut ions using AWS Lambda, API Gateway, DynamoDB, S3, and Kine sis.Partner hands-on with develo pers — set design standards, review implementations, and unblock the team rather than throwing designs over the w all.Security, Compliance & Governance (Healthc are)Design for HIPAA and PHI/PII protec tion — define IAM, encryption (in transit and at rest), least-privilege access, and audit/logging controls appropriate to a regulated healthcare environm ent.Ensure compli ance with organizational and regulatory standards; conduct design reviews and risk assessme nts.Operations & Optimiza tionEstablish monitoring, logging, and aler ting (e.g., CloudWatch) and define the KPIs that matter — authentication rate, self-service / containment rate, average handle time, and deflect ion.Lead root-cause anal ysis and continuous improvement; turn contact center analytics into prioritized act ion.Apply Infrastructure as Code (CloudFormation / Terraform) and CI/CD practices for repeatable, reliable deployme nts. Required Experience & S killsExper ience10+ years of overall IT experience, with a track record of delivering customer-facing solut ions.4–6+ years in AWS cloud / solution architec ture.3+ years hands-on with Amazon Co nnect in production environm ents.Healthcare contact center experience is req uired — direct exposure to member, provider, and self-service journeys (payer, provider, PBM, or health-services sett ing).Demonstrated experience improving authentication, self-service, and/or contai nment metrics in a contact ce nter. Technical SkillsAmazon Connect ecosy stem: Connect, Lex, Polly, Transcribe, Contact Lens.AWS serv ices: Lambda, API Gateway, DynamoDB, S3, Kinesis, Redshift, A thena.IVR/IVA design, telephony, and CTI integr ation.Caller authentication / identity verification patterns and secure PHI/PII han dling.CRM and enterprise integration (Salesforce, ServiceNow, and healthcare core sys tems).Infrastructure as Code (CloudFormation / Terraform), CloudWatch, and CI/CD. Communication & Leadership (critical to thi s role)Communication is as important as technical depth for this pos ition. 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 aud iences.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 ou tcomes.Leadership and mentoring capability for development teams.Preferred Qualifi cationsAWS Certified Solutions Architect (Associate or Profess ional).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 perfo rmance.What Success Looks Like (First 6–12 Months)A clear, evidence-based diagnosis of the caller-authentication shortfall and a remediation roadmap that is understood and owned jointly by business and IT.Measurable improvement in authentication rate, with corresponding gains in self-service adoption and conta inment.A trusted-advisor relationship established with both business and IT stakeh olders.A documented, secure, and scalable target architecture for the member, provider, and self-service contact center on Amazon C onnect.