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Contact Center Architect – Healthcare & Amazon Connect - R01566032

5 days, 18 hours ago
United States
Contract
Lead
Solutions Architect
Software Development
API Gateway AWS CI/CD CloudFormation DynamoDB Encryption HIPAA Salesforce Serverless Terraform
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Brillio

Brillio

Brillio is a global leader in Enterprise Digital Transformation Solutions, partnering with companies to drive business improvement and competitiveness through innovative technology solutions.

IT Services
1K-5K
Founded 2014
View All Jobs 10

Description

  • Own the end-to-end architecture of the healthcare contact center across member, provider, and self-service journeys.
  • Lead business discovery sessions with operations, product, compliance, and experience stakeholders to define goals and requirements.
  • Translate business needs into technical requirements and explain technical constraints back to business stakeholders.
  • Design IVR/IVA, contact flows, routing strategies, queueing, and omnichannel voice, chat, and callback experiences.
  • Architect caller authentication and identity verification flows with secure handling of PHI and PII.
  • Design conversational self-service and escalation paths using Amazon Lex, Polly, and Transcribe.
  • Oversee integrations with healthcare enterprise systems, CRM platforms, and third-party identity or eligibility services.
  • Architect serverless, event-driven solutions using AWS Lambda, API Gateway, DynamoDB, S3, and Kinesis.
  • Define security, compliance, IAM, encryption, logging, and audit controls for a regulated healthcare environment.
  • Establish monitoring, KPIs, root-cause analysis, and continuous improvement for contact center performance.

Requirements

  • 10+ years of overall IT experience delivering customer-facing solutions.
  • 4–6+ years of experience in AWS cloud or solution architecture.
  • 3+ years of hands-on production experience with Amazon Connect.
  • Healthcare contact center experience with member, provider, and self-service journeys is required.
  • Demonstrated experience improving authentication, self-service, or containment metrics in a contact center.
  • Experience with Amazon Connect ecosystem tools including Connect, Lex, Polly, Transcribe, and Contact Lens.
  • Experience with AWS services such as Lambda, API Gateway, DynamoDB, S3, Kinesis, Redshift, and Athena.
  • Experience with IVR/IVA design, telephony, and CTI integration.
  • Knowledge of caller authentication, identity verification patterns, and secure PHI/PII handling.
  • Experience with CRM and enterprise integrations such as Salesforce, ServiceNow, and healthcare core systems.
  • Experience with Infrastructure as Code, CloudFormation or Terraform, CloudWatch, and CI/CD.
  • Excellent verbal and written communication skills with strong facilitation, stakeholder management, and consensus-building ability.
  • Leadership and mentoring capability for development teams.
  • AWS Certified Solutions Architect certification is preferred.
  • Experience with conversational AI, chatbot, or virtual-agent design is preferred.
  • Familiarity with healthcare data and interoperability standards such as HIPAA, HL7/FHIR, and eligibility or benefits flows is preferred.
  • Experience with analytics and reporting tools such as QuickSight and Contact Lens is preferred.

Benefits

  • Competitive hourly pay of $75 to $80.
  • Remote contingent worker opportunity.
  • Opportunity to work on high-impact digital engineering projects for a major technology services provider.
  • Equal opportunity employer status.
  • Access to a role focused on contemporary, cutting-edge technologies and digital projects.

Interested in this position?

Apply directly on the company website

Apply Now

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