Contact center Architect - Amazon Connect

**Contact Center Architect \- Amazon Connect** **Remote is fine** **Contact Center Architect – Healthcare** Amazon Connect \| Member, Provider \& Self\-Service Experience *Business–IT Bridge* \_ **Authentication, Self\-Service \& Containment Focus**\_ 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\-service** using 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.