Contact Center Architect - Healthcare

Amazon.com, Inc.

United States

15 days ago

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Role details

Contract type

Permanent contract

Employment type

Full-time (> 32 hours)

Experience level

Experienced

Experience required

3 years minimum

Working hours

Regular working hours

Job source

www.dice.com

Tech stack

Amazon Web Services Amazon S3 User Authentication Continuous Integration Amazon DynamoDB Identity and Access Management Salesforce.Com Amazon Connect Data Logging Genesys AWS Lambda Cloudformation

+8 more

Information Technology Cloudwatch Api Gateway Terraform Amazon Lex Serverless Computing Legacy Systems Servicenow

Job description

Business Partnership & Discovery

Lead working sessions with operations, member/provider experience, product, and compliance stakeholders.
Translate business objectives and requirements into clear technical solutions.
Communicate technical constraints, risks, and trade-offs to business stakeholders.
Facilitate architecture discussions, design reviews, and cross-functional decisions.
Build strong relationships across business and engineering teams., * Design secure member and provider authentication workflows involving PHI/PII.
Implement conversational self-service using Amazon Lex, Polly, and Transcribe.
Drive modernization initiatives from legacy platforms such as Avaya or Genesys., * Architect integrations with healthcare enterprise systems, CRM platforms, and identity/eligibility services.
Work with platforms such as Salesforce, ServiceNow, and healthcare administrative/claims systems.
Design serverless and event-driven solutions using:
AWS Lambda
API Gateway
DynamoDB
S3
Kinesis
Partner closely with development teams through architecture, design reviews, implementation, and troubleshooting.

Security, Compliance & Governance

Design solutions supporting HIPAA and PHI/PII protection.
Define IAM, encryption, least-privilege access, audit, and logging controls.
Participate in architecture reviews, risk assessments, and compliance activities.

Operations & Optimization

Establish monitoring, logging, and alerting using CloudWatch and related AWS services.
Define and improve contact center KPIs such as:
Authentication rate
Self-service/containment rate
Average handle time
Deflection rate
Lead root-cause analysis and continuous improvement initiatives.
Implement Infrastructure as Code using Terraform or CloudFormation.
Support CI/CD practices for reliable deployments.

Requirements

10+ years of overall IT experience.
4-6+ years of AWS cloud/solution architecture experience.
3+ years of hands-on Amazon Connect experience in production environments.
Healthcare contact center experience is required.
Experience supporting member, provider, payer, PBM, or health-services contact center journeys.
Demonstrated experience with authen