Contact Center Architect – Healthcare, Amazon Connect

🕒 vor 12 Tagen

🏰 Missouri – Remote

🏰 Missouri – Remote

💵 $75 - $80 / Stunde

⏰ Vollzeit

🟠 Senior

🔴 Experte

📞 Callcenter-Mitarbeiter

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Brillio

WebsiteLinkedInAlle Stellen

1001 - 5000 Mitarbeiter

🤖 Künstliche Intelligenz

🔒 Cybersecurity

💰 Private Equity Round im 2019-01

Artificial Intelligence • Consulting • Cybersecurity

Brillio ist ein Technologieberatungsunternehmen, das sich auf die digitale Transformation von Unternehmen in verschiedenen Branchen spezialisiert hat, darunter Banken, Finanzdienstleistungen, Versicherungen, Life Sciences, Telekommunikation und Medien, Gesundheitswesen und Einzelhandel. Der Fokus liegt auf der Transformation des Kundenerlebnisses, Daten und KI, Produkt- und Plattform-Engineering sowie der Bereitstellung von Infrastruktur-, Cloud- und Sicherheitslösungen. Mit einem Schwerpunkt auf der Entwicklung digitaler Produkte und der Nutzung generativer KI strebt Brillio danach, maßgeschneiderte Lösungen anzubieten, die Unternehmen helfen, im Zeitalter von KI und technologischem Wandel zu gedeihen. Darüber hinaus bietet das Unternehmen Dienstleistungen an, die Unternehmen bei der Anpassung an neue technologische Herausforderungen unterstützen und Disruptionen in Wettbewerbsvorteile verwandeln.

Beschreibung

• 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. • 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 security, and pairing with developers on a Lambda integration. • 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. • 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. • 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.

🎯 Anforderungen

• 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 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. • Amazon Connect ecosystem: Connect, Lex, Polly, Transcribe, Contact Lens. • AWS services: Lambda, API Gateway, DynamoDB, S3, Kinesis, Redshift, Athena. • IVR/IVA design, telephony, and CTI integration. • Caller authentication / identity verification patterns and secure PHI/PII handling. • CRM and enterprise integration (Salesforce, ServiceNow, and healthcare core systems).

🏖️ Vorteile

• PPE: https://www.brillio.com/platform-and-product-engineering/ • Equal Employment Opportunity Declaration Brillio is an equal opportunity employer to all, regardless of age, ancestry, colour, disability (mental and physical), exercising the right to family care and medical leave, gender, gender expression, gender identity, genetic information, marital status, medical condition, military or veteran status, national origin, political affiliation, race, religious creed, sex (includes pregnancy, childbirth, breastfeeding, and related medical conditions), and sexual orientation.