Direct Client for Contact Center Architect Healthcare with AWS Connect

**Job Title: Contact Center Architect – Healthcare** **Amazon Connect \| Member, Provider \& Self\-Service Experience** **Location: 100% Remote** **Duration: Long Term Project** **Position Description:** **Role Summary** We are seeking a hands\-on, business\-savvy Contact Center Architect to own the end\-to\-end design of our healthcare contact center on Amazon Connect, spanning member, provider, and self\-service experiences. This is not a back\-room engineering role. The person we are looking for is the connective tissue between the business and IT — a trusted advisor who can sit with operations, product, compliance, and member\-experience leaders, understand what they are truly trying to achieve, and translate that into a resilient, secure, measurable technical architecture that the development teams can build with confidence. The ideal candidate is a genuine “jack of all trades”: equally comfortable whiteboarding a contact flow with a business sponsor, debating IAM and PHI handling with seacurity, and pairing with developers on a Lambda integration. Above all, they earn trust quickly on both sides of the house — the business believes this person understands their world, and IT believes this person understands theirs. **What You Will Own** **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 int