Contact Center Architect – Healthcare, AWS Connect

🔥 9 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

🔴 Lead

📞 Call Center Representative

👻 Ghost score 12%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Volantsoft Inc

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2012

💼 Consulting

🏥 Healthcare

📦 Logistics

Consulting • Healthcare • Logistics

Volantsoft Inc is a Texas-based IT consulting firm founded in 2012 that delivers enterprise-grade technology solutions to commercial and government clients. The company specializes in enterprise application development and integration, cloud modernization, AI-driven solutions (including chatbots and conversational AI), mobility, quality assurance, and secure, compliant government IT services. Volantsoft focuses on accelerating digital transformation, automation, and scalable, secure architectures to drive measurable business outcomes.

📋 Description

• 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