CCaaS Solution Architect (Amazon Connect / Google GECX)

• Lead end-to-end CCaaS solution architecture for Amazon Connect and Google GECX implementations.

• Define architecture for Voice, Chat, SMS, Email, Virtual Agent, Agent Assist, and Workforce Eligible to workimization capabilities.

• Design integrations with CRM, Member Services, Provider Services, Claims, Eligibility, and backend healthcare platforms.

• Architect AI-powered solutions including:

o Intelligent Virtual Agents (IVA) o Conversational AI o Agent Assist o Knowledge Management o Real-time transcription and analytics

• Design API-led architecture and cloud-native integration frameworks.

• Ensure HIPAA, CMS, and healthcare compliance requirements are incorporated into the solution.

• Collaborate with business stakeholders, product owners, and engineering teams.

• 10+ years of Contact Center and Customer Experience architecture experience.

• 3+ years working with Amazon Connect and/or Google GECX.

• Experience with:

o Amazon Lex o AWS Lambda o Amazon Connect Contact Flows o Google Dialogflow CX o Google CCAI o Agent Assist o Conversational AI

• Strong API and integration architecture expertise.

• Cloud experience in AWS and Google Cloud Platform.

• Knowledge of healthcare payer operations.

Preferred Qualifications

• Amazon Connect Specialty Certifications.

• Google Cloud Professional Cloud Architect Certification.

• Healthcare domain experience including

o Member Services o Provider Services o Claims o Prior Authorization o Care Management Disclaimer: Diverse Lynx LLC is an Equal Opportunity Employer. All applicants and employees are evaluated without discrimination, based solely on their qualifications, ability, competence and performance. This email and its attachments may contain confidential or proprietary information and is intended only for the recipient(s). If you received this message in error, please disregard it and notify the sender. If you no longer wish to receive our communications, you may at any time. Security Notice: Our official website is We do not operate or authorize any other websites representing, Diverse Lynx LLC.