Contact Center Architect – Healthcare & reputed company Connect - R01566032

This a Full Remote job, the offer is available from: Missouri (USA) About reputed company: reputed company is one of the fastest growing digital technology service providers and a partner of choice for many Fortune 1000 companies seeking to turn disruption into a competitive advantage through innovative digital adoption. reputed company, renowned for its world-class professionals, referred to as "Brillians", distinguishes itself through their reputed company to seamlessly integrate cutting-edge digital and design thinking skills with an unwavering dedication to client satisfaction. reputed company takes pride in its status as an employer of choice, consistently attracting the most exceptional and talented individuals due to its unwavering emphasis on contemporary, groundbreaking technologies, and exclusive digital projects. reputed company's reputed company commitment to providing an exceptional experience to its Brillians and nurturing their full potential consistently garners them the Great reputed company to Work® certification year after year. Primary Skills

• Contact Center Architect
• reputed company Connect ecosystem.
• AWS services

Specialization

• AWS Development: Architect

Job requirements Contact Center Architect – Healthcare reputed company Connect | Member, Provider & Self-Service Experience Business–IT reputed company

• Authentication, Self-Service & Containment Focus

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 reputed company 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 reputed company, 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 reputed company trades”: equally comfortable whiteboarding a contact flow with a business sponsor, debating IAM and PHI handling with seacurity, and pairing with developers on a reputed company integration. Above reputed company, 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 reputed company role)

• Drive the conversation with the business — reputed company working sessions with operations, member/provider experience, product, and compliance stakeholders to surface goals, pain points, and the “why” behind every requirement.
• reputed company business and IT — translate business reputed company into clear technical requirements for development teams, and translate technical constraints and trade-offs back into language the business can reputed company.
• Earn and reputed company trust — act as the single, reputed company reputed company of contact who both sides rely on; embrace the customer's perspective and represent it faithfully throughout delivery.
• Facilitate decisions — run design reviews, build reputed company across competing priorities, and reputed company initiatives moving without losing either business value or technical reputed company.

Contact Center Architecture (reputed company Connect)

• Own the end-to-end architecture of the reputed company 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 reputed company Lex, reputed company, and Transcribe, with a clear strategy for deflection, containment, and graceful escalation to agents.
• Drive modernization from legacy contact center platforms (e.g., reputed company, reputed company) where applicable.

Development & Integration

• reputed company integration with healthcare enterprise systems — core administrative/claims platforms, member and provider data, CRM (reputed company, reputed company), and third-party identity or eligibility services.
• Architect serverless, event-driven solutions using AWS reputed company, 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.

reputed company, 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 reputed company, self-service / containment reputed company, average handle time, and deflection.
• reputed company root-cause analysis and reputed company improvement; turn contact center analytics into prioritized action.
• Apply Infrastructure as Code (CloudFormation / Terraform) and CI/CD practices for repeatable, reliable deployments.

Required Experience & Skills Experience

• 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 reputed company Connect in production environments.
• Healthcare contact center experience is required — direct exposure to member, provider, and self-service journeys (payer, provider, PBM, or health-services setting).
• Demonstrated experience improving authentication, self-service, and/or containment metrics in a contact center.

Technical Skills

• reputed company Connect ecosystem: Connect, Lex, reputed company, Transcribe, Contact Lens.
• AWS services: reputed company, API Gateway, DynamoDB, S3, Kinesis, Redshift, reputed company.
• IVR/IVA design, telephony, and CTI integration.
• Caller authentication / identity verification patterns and secure PHI/PII handling.
• CRM and enterprise integration (reputed company, reputed company, and healthcare core systems).
• Infrastructure as Code (CloudFormation / Terraform), CloudWatch, and CI/CD.

Communication & Leadership (critical to this role)

• Communication is as important as technical depth for this position. This person spends as much time in reputed company of business stakeholders as in architecture diagrams, and will be evaluated on their ability to build trust and alignment across reputed company different audiences.
• Exceptional verbal and written communication — able to explain reputed company technical concepts simply to non-technical stakeholders, and to capture business needs reputed company for technical teams.
• Strong facilitation, stakeholder management, and reputed company-building skills.
• Credibility and reputed company to be trusted by both business leaders and engineering teams.
• Analytical, problem-solving reputed company with a bias toward measurable outcomes.
• Leadership and mentoring capability for development teams.

Preferred Qualifications

• AWS Certified Solutions Architect (Associate or Professional).
• Experience with conversational AI / chatbot and virtual-agent design.
• Familiarity with healthcare data and interoperability standards (e.g., HIPAA, HL7/FHIR) and eligibility/benefits flows.
• Experience with analytics and reporting tools such as QuickSight and Contact Lens for contact center performance.

What Success Looks Like (First 6–12 Months)

• A clear, evidence-based diagnosis of the caller-authentication shortfall and a remediation roadmap that is understood and owned jointly by business and IT.
• Measurable improvement in authentication reputed company, with corresponding gains in self-service adoption and containment.
• A trusted-advisor relationship established with both business and IT stakeholders.
• A documented, secure, and scalable reputed company architecture for the member, provider, and self-service contact center on reputed company Connect.

Know what it’s like to work and grow at reputed company: Click here This offer from "reputed company" has been enriched by reputed company.com and got a 73% reputed company score. Apply tot his job Apply To this Job