Amazon Connect Developer

at Brillio 2

Saint Louis, Missouri, United States, remote, senior, 10+ years

posted 04 Sept 2026

Apply for this role Sign in to track your application

Amazon API Gateway
ServiceNow
Amazon Comprehend
Amazon S3
Amazon Connect Contact Lens
Microsoft Dynamics
Amazon Q in Connect
QuickSight
Terraform
Amazon Transcribe
Amazon Lex
AWS Elastic Beanstalk
Amazon DynamoDB
Python
Salesforce
AWS Lambda
Java
Amazon CloudFront
Amazon Kinesis
CloudFormation
Amazon CloudWatch
Node.js
Jenkins
Git
Amazon Connect Cases
AWS Step Function
Amazon Connect
SIP
Amazon Athena

About the role

- The Lead Systems Engineer – Amazon Connect will be responsible for designing, implementing, optimizing, and supporting cloud-based contact center solutions for healthcare payer and provider environments. This role requires deep hands-on experience with Amazon Connect and related AWS services, along with the ability to translate business, operational, compliance, and patient/member experience requirements into scalable, secure, and reliable contact center solutions.

- The ideal candidate will lead technical delivery across contact flows, IVR routing, conversational AI, automation, integrations, monitoring, and production support. The role will partner closely with business stakeholders, product owners, architects, developers, QA teams, operations, and compliance teams to modernize contact center capabilities while ensuring high availability, regulatory alignment, and operational excellence.

What you would do

- Lead the design, development, configuration, and deployment of Amazon Connect-based contact center solutions for healthcare operations.

- Build and maintain contact flows, IVR logic, routing profiles, queues, hours of operation, quick connects, callback flows, emergency messaging, holiday routing, and dynamic messaging.

- Develop and support integrations using AWS Lambda, Amazon Lex, Amazon DynamoDB, Amazon S3, Amazon Kinesis, Amazon CloudWatch, and other AWS services.

- Design conversational AI and self-service experiences using Amazon Lex to improve caller containment, reduce agent workload, and enhance member and patient experience.

- Implement custom business logic and automation using AWS Lambda functions written in Python, Node.js, or Java.

- Support migration from legacy contact center platforms such as Avaya, Cisco to Amazon Connect.

- Partner with healthcare business teams to understand member services, provider services, claims, eligibility, prior authorization, pharmacy, and care management workflows.

- Ensure that contact center solutions support healthcare compliance needs, including HIPAA-aligned handling of PHI, secure data exchange, auditability, and access controls.

- Create and maintain technical design documents, deployment runbooks, operational procedures, troubleshooting guides, and knowledge transfer materials.

Read from jobs.lever.co, last seen 5d ago.

What they are looking for

- AWS Elastic Beanstalk, AWS Lambda, Amazon CloudFront, Amazon API Gateway, AWS Step Function

Job requirements Amazon Connect Developer - Healthcare Contact Center Technology

- 10+ years of experience in systems engineering, cloud engineering, contact center engineering, or application integration roles.

- 3+ years of hands-on experience designing, building, and supporting Amazon Connect solutions.

- Strong knowledge of Amazon Connect components, including contact flows, queues, routing profiles, users, security profiles, hours of operation, prompts, attributes, CTRs, and real-time metrics.

- Hands-on experience with AWS Lambda, Amazon Lex, Amazon DynamoDB, Amazon CloudWatch, and Amazon S3.

- Experience developing serverless integrations and automation using Python, Node.js, Java, or similar programming languages.

- Experience with contact center technologies, telephony concepts, SIP, IVR, ACD routing, call recording, call transfers, callback, and queue management.

- Experience integrating Amazon Connect with enterprise systems such as CRM, claims platforms, eligibility systems, knowledge bases, workforce management tools, reporting platforms, or data warehouses.

- Strong understanding of production support practices, monitoring, alerting, incident management, root cause analysis, and change management.

- Ability to create clear technical documentation and communicate complex technical concepts to business and technical stakeholders.

- Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related discipline, or equivalent professional experience.

- Experience supporting healthcare payer, provider, pharmacy benefit management, or managed care contact center environments.

- Knowledge of HIPAA, PHI handling, PCI considerations, security controls, audit logging, and healthcare compliance expectations.

- Experience with Amazon Connect Contact Lens, Amazon Connect Cases, Customer Profiles, Amazon Q in Connect, Amazon Transcribe, Amazon Comprehend, Amazon Athena, and QuickSight.

- Experience with CRM integrations such as Salesforce, ServiceNow, Microsoft Dynamics, or custom healthcare platforms.

- Experience with automation frameworks, CI/CD pipelines, infrastructure as code, automated testing, and deployment governance.

- AWS certifications such as AWS Certified Solutions Architect, AWS Certified Developer, AWS Certified SysOps Administrator, or AWS Certified DevOps Engineer.

- Experience leading offshore/onshore delivery teams and coordinating complex releases across multiple business groups.

- Healthcare Domain Expectations

- Understand the importance of secure, reliable, and compliant communication channels for members, patients, providers, brokers, and care teams.

- Design solutions that support high-volume seasonal demand, including open enrollment, claims spikes, prior authorization activity, care management outreach, and service disruption scenarios.

- Ensure IVR and routing designs improve caller experience, reduce transfers, support accessibility, and provide accurate self-service options.

- Collaborate with compliance, privacy, security, and operations teams to ensure PHI is protected across prompts, call recordings, transcripts, logs, integrations, and reporting pipelines.

- Support operational reporting and analytics that help business teams monitor service levels, abandonment, containment, first-call resolution, agent productivity, and customer experience trends.

- Technical leadership and ownership

- Cloud-native engineering mindset

- Strong analytical and troubleshooting skills

- Healthcare compliance awareness

- Effective communication with business and technology stakeholders

- Ability to balance scalability, security, reliability, cost, and speed of delivery

- Mentoring and collaboration across distributed teams

Know more about Brillio : https://www.brillio.com/join-us/ PPE: https://www.brillio.com/platform-and-product-engineering/