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# Contact Center Architect - Healthcare

- **Company:** Amazon.com, Inc.
- **Location:** United States (Remote available)
- **Experience:** Experienced
- **Contract:** Permanent contract
- **Skills:** 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, Information Technology, Cloudwatch, Api Gateway, Terraform, Amazon Lex, Serverless Computing, Legacy Systems, Servicenow
- **Published:** September 21, 2026
- **Apply:** https://www.dice.com/job-detail/aee4ffa2-0c7f-4ea2-b54a-52623041c6ac

## About the Role

* 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

## 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.


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