CCaaS Solution Architect
Lorven Technologies Inc
Louisville, KY, United States
27 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
Tech stack
Application Programming Interfaces (APIs)
Amazon Web Services
Data Analysis
Cloud Engineering
Information Systems
Knowledge Management
Amazon Connect
Google Cloud
Chatbots
AWS Lambda
Backend
Information Technology
+2 more
Virtual Agents
Amazon Lex
Requirements
- Bachelor’s degree in Computer Science, Information Systems, Engineering, or a related field, or equivalent experience.
- 10+ years of experience in Contact Center, Customer Experience, or Solution Architecture.
- 3+ years of hands-on experience with Amazon Connect and/or Google Customer Engagement Suite (GECX).
- Strong experience designing CCaaS solutions across Voice, Chat, SMS, Email, Virtual Agents, Agent Assist, and Workforce Optimization.
- Hands-on experience with Amazon Lex, AWS Lambda, Amazon Connect Contact Flows, Dialogflow CX, and Google CCAI.
- Strong knowledge of Conversational AI, Intelligent Virtual Agents (IVA), Agent Assist, Knowledge Management, and real-time transcription/analytics.
- Strong experience in API, integration, and cloud-native architecture using AWS and/or Google Cloud Platform.
- Experience integrating contact center platforms with CRM, Member Services, Provider Services, Claims, Eligibility, and healthcare backend systems.
- Strong understanding of healthcare payer operations, including Member Services, Provider Services, Claims, Prior Authorization, and Care Management.
- Knowledge of HIPAA, CMS, security, and healthcare compliance requirements.
- Experience with solution architecture, technology evaluation, architecture governance, and stakeholder management.
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Prepare application
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