Direct Client for Contact Center Architect Healthcare with AWS Connect

Job Title: Contact Center Architect – Healthcare

**Amazon Connect Member, Provider & Self-Service Experience**

Location: 100% Remote

Duration: Long Term Project

Position Description:

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 seacurity, 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.

What You Will Own
Business Partnership & Discovery (the bridge role)

• Drive the conversation with the business — lead working sessions with operations, member/provider experience, product, and compliance stakeholders to surface goals, pain points, and the “why” behind every requirement.
• Bridge business and IT — translate business intent into clear technical requirements for development teams, and translate technical constraints and trade-offs back into language the business can act on.
• Earn and keep trust — act as the single, credible point of contact who both sides rely on; embrace the customer’s perspective and represent it faithfully throughout delivery.
• Facilitate decisions — run design reviews, build consensus across competing priorities, and keep initiatives moving without losing either business value or technical integrity.

Contact Center Architecture (Amazon Connect)

• Own the end-to-end architecture of the Amazon Connect contact center across member, provider, and self-service journeys.
• Design IVR / IVA and contact flows, routing strategies, queueing, and omnichannel (voice, chat, callback) experiences optimized for self-service and containment.
• Architect caller authentication and identity flows — including data-driven verification, integration with member/provider systems of record, and secure handling of PHI/PII.
• Design conversational self-serviceusing Amazon Lex, Polly, and Transcribe, with a clear strategy for deflection, containment, and graceful escalation to agents.
• Drive modernization from legacy contact center platforms (e.g., Avaya, Genesys) where applicable.

Development & Integration

• Oversee integration with healthcare enterprise systems — core administrative/claims platforms, member and provider data, CRM (Salesforce, ServiceNow), and third-party identity or eligibility services.
• Architect serverless, event-driven solutions using AWS Lambda, API Gateway, DynamoDB, S3, and Kinesis.
• Partner hands-on with developers— set design standards, review implementations, and unblock the team rather than throwing designs over the wall.

Security, Compliance & Governance (Healthcare)

• Design for HIPAA and PHI/PII protection — define IAM, encryption (in transit and at rest), least-privilege access, and audit/logging controls appropriate to a regulated healthcare environment.
• Ensure compliance with organizational and regulatory standards; conduct design reviews and risk assessments.

Operations & Optimization

• Establish monitoring, logging, and alerting (e.g., CloudWatch) and define the KPIs that matter — authentication rate, self-service / containment rate, average handle time, and deflection.
• Lead root-cause analysis and continuous improvement; turn contact center analytics into prioritized action.
• Apply Infrastructure as Code(CloudFormation / Terraform) and CI/CD practices for repeatable, reliable deployments.

Required Experience & Skill Experience

• 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 …