CCaaS Solution Architect / Developer

Salary: $113,000 - 153,000 per year Requirements:

• 10+ years of experience in contact center and customer experience architecture.
• 3+ years of experience with Amazon Connect and/or Google Customer Engagement Suite (GECX).
• Experience with Amazon Lex, AWS Lambda, Amazon Connect Contact Flows, Google Dialogflow CX, Google CCAI, Agent Assist, and conversational AI.
• Strong expertise in API and integration architecture.
• Cloud experience with AWS and Google Cloud Platform.
• Knowledge of healthcare payer operations.

• Lead end-to-end CCaaS solution architecture for Amazon Connect and Google GECX implementations.
• Define architecture for voice, chat, SMS, email, virtual agents, agent assist, and workforce optimization.
• Design integrations with CRM, member services, provider services, claims, eligibility, and backend healthcare platforms.
• Architect AI-powered capabilities, including intelligent virtual agents, conversational AI, agent assist, knowledge management, and real-time transcription and analytics.
• Design API-led architecture and cloud-native integration frameworks.
• Incorporate HIPAA, CMS, and healthcare compliance requirements into solutions.
• Collaborate with business stakeholders, product owners, and engineering teams.
• Lead architecture governance and technology evaluations.

• AI
• API
• AWS
• Lambda
• Architect
• Backend
• Cloud
• CMS
• CRM
• Security

More:

We are seeking a CCaaS Solution Architect / CCaaS Developer to lead the design and modernization of a clients contact center platform using Amazon Connect and/or Google Customer Engagement Suite (GECX). The role includes defining target architecture, a customer experience transformation roadmap, integration strategy, security compliance, and AI-enabled contact center capabilities. The position is based in Louisville, Kentucky, with a hybrid work arrangement.

last updated 41 week of 2026