Contact Center Architect – Healthcare, AWS Connect
Employment Information
Report this job
Job expired or something wrong with this job?
Job Description
Contact Center Architect designing Amazon Connect healthcare contact centers for VolantSoft’s IT consulting clients. Bridging business, compliance, and AWS engineering across member, provider, and self-service journeys.
Responsibilities:
- Lead business discovery sessions with operations, member/provider experience, product, and compliance stakeholders
- Translate business intent into technical requirements and technical constraints into actionable business language
- Serve as the trusted point of contact between business and IT
- Facilitate design reviews, consensus, and architectural decisions
- Own end-to-end Amazon Connect contact center architecture across member, provider, and self-service journeys
- Design IVR/IVA, contact flows, routing, queueing, and omnichannel voice, chat, and callback experiences
- Architect caller authentication and identity flows with secure PHI/PII handling
- Design conversational self-service using Amazon Lex, Polly, and Transcribe
- Drive modernization from legacy platforms such as Avaya and Genesys
- Oversee integrations with healthcare administrative/claims platforms, member and provider systems, CRM, and identity or eligibility services
- Architect serverless, event-driven AWS solutions
- Partner hands-on with developers, set design standards, review implementations, and unblock delivery
- Define IAM, encryption, least-privilege access, audit, and logging controls for HIPAA-regulated environments
- Conduct compliance design reviews and risk assessments
- Establish monitoring, logging, alerting, and contact center KPIs
- Lead root-cause analysis and continuous improvement
- Apply Infrastructure as Code and CI/CD practices
- Mentor development teams
Requirements:
- 10+ years of overall IT experience with a track record of delivering customer-facing solutions
- 4–6+ years in AWS cloud / solution architecture
- 3+ years hands-on with Amazon Connect in production environments
- Healthcare contact center experience required, including member, provider, and self-service journeys
- Demonstrated experience improving authentication, self-service, and/or containment metrics
- Experience with Amazon Connect, Lex, Polly, Transcribe, and Contact Lens
- Experience with AWS Lambda, API Gateway, DynamoDB, S3, Kinesis, Redshift, and Athena
- IVR/IVA design, telephony, and CTI integration experience
- Caller authentication / identity verification and secure PHI/PII handling
- CRM and enterprise integration experience with Salesforce, ServiceNow, and healthcare core systems
- Infrastructure as Code using CloudFormation or Terraform, CloudWatch, and CI/CD
- Exceptional verbal and written communication
- Strong facilitation, stakeholder management, and consensus-building skills
- Analytical, problem-solving mindset with a bias toward measurable outcomes
- Leadership and mentoring capability for development teams
- AWS Certified Solutions Architect preferred
- Experience with conversational AI / chatbot and virtual-agent design preferred
- Familiarity with HIPAA, HL7/FHIR, and eligibility/benefits flows preferred
- Experience with QuickSight and Contact Lens preferred
Benefits:
- Remote position / 100% remote work
- Long-term project position
Similar Jobs
Asesor de Call Center
Asesor de call center remoto atendiendo llamadas para GEA, empresa peruana de servicios asistenciales. Gestionando clientes y creciendo mediante capacitación y comisiones ilimitadas.
Recepcionista de llamadas, experiencia en call center, semi full time, full time
Agente remoto de recepción de llamadas y ventas sencillas para Claro. Orientando clientes y ofreciendo mejoras de servicio para Partner Service, empresa de telecomunicaciones.
Teleoperador, Cierre de Ventas
Remote teleoperator selling Claro Peru telecom services through second-line voice support. Serving previously assisted customers with rotating full-time or semi-full schedules.
Asesor Call Center – Renovación de equipos
Asesor remoto de NetCall Perú, empresa de telecomunicaciones, renovando equipos móviles Entel para clientes interesados. Atención telefónica y seguimiento de entregas desde casa.
Asesor de Call Center – Comisiones Ilimitadas
Remote call center receptionist handling customer calls for GEA, a Latin American assistance-services company. Selling services, meeting performance goals, and earning unlimited commissions.
Asesor de Call Center
Asesor de call center remoto atendiendo llamadas y gestionando ventas para GEA Perú. Ofrece sueldo fijo, comisiones ilimitadas y oportunidades de crecimiento.
Call Center Agent
Call Center Agent supporting German energy customers with contracts, tariffs, bills, and meter readings. Fully remote role for Zeitwert, part of the regiocom customer-service group.
Asesor de Call Center, Sin Experiencia
Teleoperador remoto para NetCall Perú, empresa de telecomunicaciones. Ofreciendo portabilidad Entel a clientes de otros operadores mediante ventas outbound.
Call Center Agent, Con o sin experiencia
Teleoperador remoto de ventas outbound para migrar clientes a Entel. Ofrecimiento de beneficios, gestión de portabilidades y trabajo con comisiones y bonos.
Call Center Agent
Agente de call center remoto para Partner Service, contactando clientes de Claro Perú. Renovación de equipos móviles mediante promociones y descuentos.
Teleoperador
Teleoperador remoto contactando clientes de servicios hogar de Partner Service, contact center especializado en outsourcing. Ofreciendo mejores beneficios para internet, cable y telefonía.
Atención al Cliente Call Center
Asesoría de atención al cliente postpago para usuarios de Claro. Trabajo remoto gestionando llamadas, consultas y oportunidades comerciales para Partner Service.
Outbound Call Center Agent
Outbound healthcare call agent promoting wellness benefits and mobile app adoption for Compass Experience Labs, a customer-experience BPO. Guiding existing members through app registration while maintaining HIPAA compliance.
Call Center Agent, Inbound DSL
Inbound call center agent advising German telecom customers on mobile and DSL contracts. Remote freelance work with flexible hours, sales focus, and performance-based compensation.
Call Center Representative, Tier 1 – Temporary Assignment
Telecommuting Call Center Representative supporting CHNCT healthcare members and providers. Handling inquiries, eligibility verification, benefit information, documentation, and routine issue resolution.
Outbound Sales Call Center Representative
Outbound sales representative contacting Medicare and Medicaid members to schedule free healthcare evaluations. Remote role for Signify Health, part of CVS Health.
Member Contact Center Consultant
Member Contact Center Consultant providing omnichannel support for Connexus Credit Union members. Resolving inquiries, protecting member assets, and educating callers on financial products and services.
Ventas por Call Center, Portabilidad, Full y Part Time, Turno Mañana, Comisiones
Call Center Sales Agent selling Claro Peru mobile-portability services by phone. Handling Lima and Callao customers remotely on full-time or part-time schedules.
Teleoperador/a Comercial
Teleoperador/a comercial para Aquaservice, líder español en distribución de agua a domicilio. Captación telefónica de clientes y gestión de ventas en teletrabajo.
Contact Center Manager
Contact Center Manager leading agents, SLAs, workforce planning, and customer escalations for DMI’s managed IT services. Coaching teams and analyzing contact center performance to improve customer satisfaction.