Contact Center Architect – Healthcare, Amazon Connect

🕒 il y a 13 jours

🏰 Missouri – Distant

🏰 Missouri – Remote

💵 $75 - $80 / heure

⏰ Temps Plein

🟠 Senior

🔴 Expert

📞 Téléconseiller

🦅 Parrain de Visa H1B

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Brillio

Site WebLinkedInTous les Emplois

1001 - 5000 employés

🤖 Intelligence artificielle

🔒 Cybersecurity

💰 Private Equity Round en 2019-01

Artificial Intelligence • Consulting • Cybersecurity

Brillio est une entreprise de conseil en technologie spécialisée dans la conduite de la transformation numérique pour les entreprises de divers secteurs tels que la banque, les services financiers, l'assurance, les sciences de la vie, les télécommunications et médias, la santé et le commerce de détail. Elle se concentre sur la transformation de l'expérience client, les données et l'IA, l'ingénierie de produits et plateformes, et propose des solutions d'infrastructure, de cloud et de sécurité. En mettant l'accent sur l'ingénierie de produits numériques et l'exploitation de l'IA générative, Brillio vise à fournir des solutions sur mesure qui aident les entreprises à prospérer à l'ère de l'IA et de la disruption technologique. Elle offre également des services pour aider les entreprises à s'adapter aux nouveaux défis technologiques et transformer les perturbations en avantages compétitifs.

Description

• 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.

🎯 Exigences

• 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).

🏖️ Avantages

• 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.