Direct Client for Contact Center Architect Healthcare with AWS Connect
Fully Remote - US
Direct Client for Contact Center Architect Healthcare with AWS Connect
Full Time • Fully Remote - US
Job Title: Contact Center Architect – Healthcare
Amazon Connect | Member, Provider & Self-Service Experience
Amazon Connect | Member, Provider & Self-Service Experience
Location: 100% Remote
Duration: Long Term Project
Position Description:
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 Amazon 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 achieve, 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 all trades”: equally comfortable whiteboarding a contact flow with a business sponsor, debating IAM and PHI handling with seacurity, and pairing with developers on a Lambda integration. Above all, 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 bridge role)
· 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.
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. 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 achieve, 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 all trades”: equally comfortable whiteboarding a contact flow with a business sponsor, debating IAM and PHI handling with seacurity, and pairing with developers on a Lambda integration. Above all, 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 bridge role)
· 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.
Contact Center Architecture (Amazon Connect)
· 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.
· Design conversational self-serviceusing Amazon Lex, Polly, and Transcribe, with a clear strategy for deflection, containment, and graceful escalation to agents.
· Drive modernization from legacy contact center platforms (e.g., Avaya, Genesys) where applicable.
· 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.
· Design conversational self-serviceusing Amazon Lex, Polly, and Transcribe, with a clear strategy for deflection, containment, and graceful escalation to agents.
· Drive modernization from legacy contact center platforms (e.g., Avaya, Genesys) where applicable.
Development & Integration
· Oversee integration with healthcare enterprise systems — core administrative/claims platforms, member and provider data, CRM (Salesforce, ServiceNow), and third-party identity or eligibility services.
· Architect serverless, event-driven solutions using AWS Lambda, 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.
· Oversee integration with healthcare enterprise systems — core administrative/claims platforms, member and provider data, CRM (Salesforce, ServiceNow), and third-party identity or eligibility services.
· Architect serverless, event-driven solutions using AWS Lambda, 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.
Security, 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.
· 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 rate, self-service / containment rate, average handle time, and deflection.
· Lead root-cause analysis and continuous improvement; turn contact center analytics into prioritized action.
· Apply Infrastructure as Code(CloudFormation / Terraform) and CI/CD practices for repeatable, reliable deployments.
· 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.
· Lead root-cause analysis and continuous improvement; turn contact center analytics into prioritized action.
· Apply Infrastructure as Code(CloudFormation / Terraform) and CI/CD practices for repeatable, reliable deployments.
Required Experience & Skill 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 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.
· 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.
Technical Skills
· 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).
· Infrastructure as Code (CloudFormation / Terraform), CloudWatch, and CI/CD.
Communication & Leadership (critical to this role)
· 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).
· 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 front of business stakeholders as in architecture diagrams, and will be evaluated on their ability to build trust and alignment across very different audiences.
· Exceptional verbal and written communication — able to explain complex technical concepts simply to non-technical stakeholders, and to capture business needs precisely for technical teams.
· Strong facilitation, stakeholder management, and consensus-building skills.
· Credibility and presence to be trusted by both business leaders and engineering teams.
· Analytical, problem-solving mindset with a bias toward measurable outcomes.
· Leadership and mentoring capability for development teams.
· Exceptional verbal and written communication — able to explain complex technical concepts simply to non-technical stakeholders, and to capture business needs precisely for technical teams.
· Strong facilitation, stakeholder management, and consensus-building skills.
· Credibility and presence to be trusted by both business leaders and engineering teams.
· Analytical, problem-solving mindset 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.
· 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.
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First Name |
Middle Name |
Last Name |
Location: |
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Education details: |
Hourly Rate: |
Work Authorization (Must): |
Earliest Availability to Join:
2 Professional managerial references |
LinkedIn Profile: (Must)
Visa Copy |
Certification: |
Final Onsite Interview Y/N: |
Thanks & Regards
Vincent Wright
Business Development Manager
VolantSoft, Inc
VolantSoft, Inc
Desk: (469) 361-6653
Fax: 214-260-9413
Email: vincent@volantsoft.com
Email: vincent@volantsoft.com
Website: www.volantsoft.com
This is a remote position.
ABOUT US
Volantsoft was founded in 2011 by Anil Yarlagadda . Right from the beginning, the company aimed at being a leading professional in the IT industry by serving clients from diverse backgrounds. By building on the trust of our clients we established long-term relationships with all our customers that we partnered with. In helping our clients achieve success after success through the software solutions we provided them, we were able to grow our own business to reach a new potential and expand our presence around the world.
We provide a broad gamut of services and solutions which go through continuous modernization so that we can provide the best solutions that technology has to offer to our clients. These services include cloud services, quality assurance, mobility solutions as well as Enterprise Application development and integration. We also provide consulting services to our clients. The superior quality of our services has helped our customers become high- performance businesses. With a global presence and an innovative team Volantsoft helps you make a difference in your industry.
In addition to empowering businesses, we also take pride in assisting the creative new brains in the industry by providing job-oriented training to those who aspire to be a part of the IT industry. All the trainees get a chance to work on real time projects which helps them explore the industry through realistic experiences. All our trainees display the same fervour of helping our clients since they work in a conducive environment that nurtures them to strongly innovate so that they can reflect the same efficiency once they complete their training.
The company’s mission and vision is a strong reflection of our values. We value being an ethically strong business which wants to spearhead success through change. We value integrity and reliability in our team which is one of the reasons why our customers find us dependable. Our team works to achieve excellence and shares a strong sense of respect for every individual we interact with. We believe that every company has its own learning curve and we nurture the growth of our clients which in turn helps us learn more.
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