CCaaS Solution Architect (Amazon Connect / Google GECX)
Full-time
Lorven Technologies Inc
Hi ,
Our client is looking for an CCaaS Solution Architect (Amazon Connect / Google GECX) for a project and below is the detailed requirement.
Job Title: CCaaS Solution Architect (Amazon Connect / Google GECX)
Location: Louisville, KY
Qualifications & Experience:
- Bachelor's degree in Computer Science, Information Systems, Engineering, or a related field, or equivalent experience.
- 10+ years of experience in Contact Center, Customer Experience, or Solution Architecture.
- 3+ years of hands-on experience with Amazon Connect and/or Google Customer Engagement Suite (GECX).
- Strong experience designing CCaaS solutions across Voice, Chat, SMS, Email, Virtual Agents, Agent Assist, and Workforce Optimization.
- Hands-on experience with Amazon Lex, AWS Lambda, Amazon Connect Contact Flows, Dialogflow CX, and Google CCAI.
- Strong knowledge of Conversational AI, Intelligent Virtual Agents (IVA), Agent Assist, Knowledge Management, and real-time transcription/analytics.
- Strong experience in API, integration, and cloud-native architecture using AWS and/or Google Cloud Platform.
- Experience integrating contact center platforms with CRM, Member Services, Provider Services, Claims, Eligibility, and healthcare backend systems.
- Strong understanding of healthcare payer operations, including Member Services, Provider Services, Claims, Prior Authorization, and Care Management.
- Knowledge of HIPAA, CMS, security, and healthcare compliance requirements.
- Experience with solution architecture, technology evaluation, architecture governance, and stakeholder management.
Vacancy posted 3 days ago
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