Contact Center Architect - Healthcare

Position: Contact Centre Architect Healthcare
Location: Remote

Role Summary




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.

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.