Contact Center Architect - R01571769

About the role

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.

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

Responsibilities

• 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.
• 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.
• 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.
• 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.
• 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.

Requirements

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.

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.
• 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.

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.

Pay

$150,000 - $170,000 a year