Contact Center Architect

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. Role Responsibilities Business & IT Partnership 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. Amazon Connect Architecture 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. Development & Integration 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. Security & Compliance 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. Operations & Optimization 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.