Contact Center Architect – Healthcare & Amazon Connect - R01566032

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{
  "lists": [
    {
      "text": "Primary Skills",
      "content": "\n<li><strong><span style=\"font-size: 11pt; font-family: Calibri, sans-serif;\">Contact Center Architect</span></strong></li>\n<li style=\"margin: 0in 0in 0in 0px; font-size: 10.5pt; font-family: Arial, sans-serif;\"><strong><span style=\"font-size: 11pt; font-family: Calibri, sans-serif;\">Amazon Connect ecosystem</span></strong><span style=\"font-size: 11pt; font-family: Calibri, sans-serif;\">.</span></li>\n<li style=\"margin: 0in 0in 0in 0px; font-size: 10.5pt; font-family: Arial, sans-serif;\"><strong><span style=\"font-size: 11pt; font-family: Calibri, sans-serif;\">AWS services</span></strong></li>\n"
    },
    {
      "text": "Specialization",
      "content": "\n<li>AWS Development: Architect</li>\n"
    },
    {
      "text": "Job requirements",
      "content": "<p style=\"margin: 0in; font-size: 10.5pt; font-family: Arial, sans-serif;\"><strong><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\">Contact Center Architect – Healthcare</span></strong></p>\n<p style=\"margin: 0in; font-size: 10.5pt; font-family: Arial, sans-serif;\"><strong><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\">Amazon Connect | Member, Provider &amp; Self-Service Experience</span></strong></p>\n<p style=\"margin: 0in; font-size: 10.5pt; font-family: Arial, sans-serif;\"><strong><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\">Business–IT Bridge • Authentication, Self-Service &amp; Containment Focus</span></strong></p>\n<p style=\"margin: 0in; font-size: 10.5pt; font-family: Arial, sans-serif;\"><strong><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\">Role Summary</span></strong></p>\n<ul style=\"margin-bottom: 0in; margin-top: 0px;\">\n<li style=\"margin: 0in 0in 0in 0px; font-size: 10.5pt; font-family: Arial, sans-serif;\"><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\">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.</span></li>\n<li style=\"margin: 0in 0in 0in 0px; font-size: 10.5pt; font-family: Arial, sans-serif;\"><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\">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.</span></li>\n\n<p style=\"margin: 0in; font-size: 10.5pt; font-family: Arial, sans-serif;\"><strong><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\">What You Will Own</span></strong></p>\n<p style=\"margin: 0in; font-size: 10.5pt; font-family: Arial, sans-serif;\"><strong><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\">Business Partnership &amp; Discovery (the bridge role)</span></strong></p>\n<ul style=\"margin-bottom: 0in; margin-top: 0px;\">\n<li style=\"margin: 0in 0in 0in 0px; font-size: 10.5pt; font-family: Arial, sans-serif;\"><strong><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\">Drive the conversation with the business</span></strong><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\"> — lead working sessions with operations, member/provider experience, product, and compliance stakeholders to surface goals, pain points, and the “why” behind every requirement.</span></li>\n<li style=\"margin: 0in 0in 0in 0px; font-size: 10.5pt; font-family: Arial, sans-serif;\"><strong><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\">Bridge business and IT</span></strong><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\"> — 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.</span></li>\n<li style=\"margin: 0in 0in 0in 0px; font-size: 10.5pt; font-family: Arial, sans-serif;\"><strong><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\">Earn and keep trust</span></strong><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\"> — act as the single, credible point of contact who both sides rely on; embrace the customer's perspective and represent it faithfully throughout delivery.</span></li>\n<li style=\"margin: 0in 0in 0in 0px; font-size: 10.5pt; font-family: Arial, sans-serif;\"><strong><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\">Facilitate decisions</span></strong><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\"> — run design reviews, build consensus across competing priorities, and keep initiatives moving without losing either business value or technical integrity.</span></li>\n\n<p style=\"margin: 0in; font-size: 10.5pt; font-family: Arial, sans-serif;\"><strong><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\">Contact Center Architecture (Amazon Connect)</span></strong></p>\n<ul style=\"margin-bottom: 0in; margin-top: 0px;\">\n<li style=\"margin: 0in 0in 0in 0px; font-size: 10.5pt; font-family: Arial, sans-serif;\"><strong><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\">Own the end-to-end architecture</span></strong><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\"> of the Amazon Connect contact center across member, provider, and self-service journeys.</span></li>\n<li style=\"margin: 0in 0in 0in 0px; font-size: 10.5pt; font-family: Arial, sans-serif;\"><strong><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\">Design IVR / IVA and contact flows</span></strong><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\">, routing strategies, queueing, and omnichannel (voice, chat, callback) experiences optimized for self-service and containment.</span></li>\n<li style=\"margin: 0in 0in 0in 0px; font-size: 10.5pt; font-family: Arial, sans-serif;\"><strong><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\">Architect caller authentication and identity</span></strong><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\"> flows — including data-driven verification, integration with member/provider systems of record, and secure handling of PHI/PII.</span></li>\n<li style=\"margin: 0in 0in 0in 0px; font-size: 10.5pt; font-family: Arial, sans-serif;\"><strong><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\">Design conversational self-service</span></strong><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\"> using Amazon Lex, Polly, and Transcribe, with a clear strategy for deflection, containment, and graceful escalation to agents.</span></li>\n<li style=\"margin: 0in 0in 0in 0px; font-size: 10.5pt; font-family: Arial, sans-serif;\"><strong><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\">Drive modernization</span></strong><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\"> from legacy contact center platforms (e.g., Avaya, Genesys) where applicable.</span></li>\n\n<p style=\"margin: 0in; font-size: 10.5pt; font-family: Arial, sans-serif;\"><strong><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\">Development &amp; Integration</span></strong></p>\n<ul style=\"margin-bottom: 0in; margin-top: 0px;\">\n<li style=\"margin: 0in 0in 0in 0px; font-size: 10.5pt; font-family: Arial, sans-serif;\"><strong><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\">Oversee integration</span></strong><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\"> with healthcare enterprise systems — core administrative/claims platforms, member and provider data, CRM (Salesforce, ServiceNow), and third-party identity or eligibility services.</span></li>\n<li style=\"margin: 0in 0in 0in 0px; font-size: 10.5pt; font-family: Arial, sans-serif;\"><strong><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\">Architect serverless, event-driven solutions</span></strong><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\"> using AWS Lambda, API Gateway, DynamoDB, S3, and Kinesis.</span></li>\n<li style=\"margin: 0in 0in 0in 0px; font-size: 10.5pt; font-family: Arial, sans-serif;\"><strong><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\">Partner hands-on with developers</span></strong><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\"> — set design standards, review implementations, and unblock the team rather than throwing designs over the wall.</span></li>\n\n<p style=\"margin: 0in; font-size: 10.5pt; font-family: Arial, sans-serif;\"><strong><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\">Security, Compliance &amp; Governance (Healthcare)</span></strong></p>\n<ul style=\"margin-bottom: 0in; margin-top: 0px;\">\n<li style=\"margin: 0in 0in 0in 0px; font-size: 10.5pt; font-family: Arial, sans-serif;\"><strong><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\">Design for HIPAA and PHI/PII protection</span></strong><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\"> — define IAM, encryption (in transit and at rest), least-privilege access, and audit/logging controls appropriate to a regulated healthcare environment.</span></li>\n<li style=\"margin: 0in 0in 0in 0px; font-size: 10.5pt; font-family: Arial, sans-serif;\"><strong><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\">Ensure compliance</span></strong><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\"> with organizational and regulatory standards; conduct design reviews and risk assessments.</span></li>\n\n<p style=\"margin: 0in; font-size: 10.5pt; font-family: Arial, sans-serif;\"><strong><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\">Operations &amp; Optimization</span></strong></p>\n<ul style=\"margin-bottom: 0in; margin-top: 0px;\">\n<li style=\"margin: 0in 0in 0in 0px; font-size: 10.5pt; font-family: Arial, sans-serif;\"><strong><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\">Establish monitoring, logging, and alerting</span></strong><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\"> (e.g., CloudWatch) and define the KPIs that matter — authentication rate, self-service / containment rate, average handle time, and deflection.</span></li>\n<li style=\"margin: 0in 0in 0in 0px; font-size: 10.5pt; font-family: Arial, sans-serif;\"><strong><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\">Lead root-cause analysis</span></strong><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\"> and continuous improvement; turn contact center analytics into prioritized action.</span></li>\n<li style=\"margin: 0in 0in 0in 0px; font-size: 10.5pt; font-family: Arial, sans-serif;\"><strong><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\">Apply Infrastructure as Code</span></strong><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\"> (CloudFormation / Terraform) and CI/CD practices for repeatable, reliable deployments.</span></li>\n\n<p style=\"margin: 0in; font-size: 10.5pt; font-family: Arial, sans-serif;\"><strong><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\">&nbsp;</span></strong></p>\n<p style=\"margin: 0in; font-size: 10.5pt; font-family: Arial, sans-serif;\"><strong><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\">Required Experience &amp; Skills</span></strong></p>\n<p style=\"margin: 0in; font-size: 10.5pt; font-family: Arial, sans-serif;\"><strong><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\">Experience</span></strong></p>\n<ul style=\"margin-bottom: 0in; margin-top: 0px;\">\n<li style=\"margin: 0in 0in 0in 0px; font-size: 10.5pt; font-family: Arial, sans-serif;\"><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\">10+ years of overall IT experience, with a track record of delivering customer-facing solutions.</span></li>\n<li style=\"margin: 0in 0in 0in 0px; font-size: 10.5pt; font-family: Arial, sans-serif;\"><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\">4–6+ years in AWS cloud / solution architecture.</span></li>\n<li style=\"margin: 0in 0in 0in 0px; font-size: 10.5pt; font-family: Arial, sans-serif;\"><strong><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\">3+ years hands-on with Amazon Connect</span></strong><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\"> in production environments.</span></li>\n<li style=\"margin: 0in 0in 0in 0px; font-size: 10.5pt; font-family: Arial, sans-serif;\"><strong><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\">Healthcare contact center experience is required</span></strong><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\"> — direct exposure to member, provider, and self-service journeys (payer, provider, PBM, or health-services setting).</span></li>\n<li style=\"margin: 0in 0in 0in 0px; font-size: 10.5pt; font-family: Arial, sans-serif;\"><strong><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\">Demonstrated experience improving authentication, self-service, and/or containment</span></strong><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\"> metrics in a contact center.</span></li>\n\n<p style=\"margin: 0in; font-size: 10.5pt; font-family: Arial, sans-serif;\"><strong><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\">Technical Skills</span></strong></p>\n<ul style=\"margin-bottom: 0in; margin-top: 0px;\">\n<li style=\"margin: 0in 0in 0in 0px; font-size: 10.5pt; font-family: Arial, sans-serif;\"><strong><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\">Amazon Connect ecosystem: </span></strong><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\">Connect, Lex, Polly, Transcribe, Contact Lens.</span></li>\n<li style=\"margin: 0in 0in 0in 0px; font-size: 10.5pt; font-family: Arial, sans-serif;\"><strong><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\">AWS services: </span></strong><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\">Lambda, API Gateway, DynamoDB, S3, Kinesis, Redshift, Athena.</span></li>\n<li style=\"margin: 0in 0in 0in 0px; font-size: 10.5pt; font-family: Arial, sans-serif;\"><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\">IVR/IVA design, telephony, and CTI integration.</span></li>\n<li style=\"margin: 0in 0in 0in 0px; font-size: 10.5pt; font-family: Arial, sans-serif;\"><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\">Caller authentication / identity verification patterns and secure PHI/PII handling.</span></li>\n<li style=\"margin: 0in 0in 0in 0px; font-size: 10.5pt; font-family: Arial, sans-serif;\"><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\">CRM and enterprise integration (Salesforce, ServiceNow, and healthcare core systems).</span></li>\n<li style=\"margin: 0in 0in 0in 0px; font-size: 10.5pt; font-family: Arial, sans-serif;\"><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\">Infrastructure as Code (CloudFormation / Terraform), CloudWatch, and CI/CD.</span></li>\n\n<p style=\"margin: 0in; font-size: 10.5pt; font-family: Arial, sans-serif;\"><strong><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\">Communication &amp; Leadership (critical to this role)</span></strong></p>\n<ul style=\"margin-bottom: 0in; margin-top: 0px;\">\n<li style=\"margin: 0in 0in 0in 0px; font-size: 10.5pt; font-family: Arial, sans-serif;\"><strong><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\">Communication is as important as technical depth for this position. </span></strong><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\">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.</span></li>\n<li style=\"margin: 0in 0in 0in 0px; font-size: 10.5pt; font-family: Arial, sans-serif;\"><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\">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.</span></li>\n<li style=\"margin: 0in 0in 0in 0px; font-size: 10.5pt; font-family: Arial, sans-serif;\"><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\">Strong facilitation, stakeholder management, and consensus-building skills.</span></li>\n<li style=\"margin: 0in 0in 0in 0px; font-size: 10.5pt; font-family: Arial, sans-serif;\"><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\">Credibility and presence to be trusted by both business leaders and engineering teams.</span></li>\n<li style=\"margin: 0in 0in 0in 0px; font-size: 10.5pt; font-family: Arial, sans-serif;\"><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\">Analytical, problem-solving </span><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\">mindset</span><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\"> with a bias toward measurable outcomes.</span></li>\n<li style=\"margin: 0in 0in 0in 0px; font-size: 10.5pt; font-family: Arial, sans-serif;\"><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\">Leadership and mentoring capability for development teams.</span></li>\n\n<p style=\"margin: 0in; font-size: 10.5pt; font-family: Arial, sans-serif;\"><strong><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\">Preferred Qualifications</span></strong></p>\n<ul style=\"margin-bottom: 0in; margin-top: 0px;\">\n<li style=\"margin: 0in 0in 0in 0px; font-size: 10.5pt; font-family: Arial, sans-serif;\"><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\">AWS Certified Solutions Architect (Associate or Professional).</span></li>\n<li style=\"margin: 0in 0in 0in 0px; font-size: 10.5pt; font-family: Arial, sans-serif;\"><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\">Experience with conversational AI / chatbot and virtual-agent design.</span></li>\n<li style=\"margin: 0in 0in 0in 0px; font-size: 10.5pt; font-family: Arial, sans-serif;\"><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\">Familiarity with healthcare data and interoperability standards (e.g., HIPAA, HL7/FHIR) and eligibility/benefits flows.</span></li>\n<li style=\"margin: 0in 0in 0in 0px; font-size: 10.5pt; font-family: Arial, sans-serif;\"><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\">Experience with analytics and reporting tools such as QuickSight and Contact Lens for contact center performance.</span></li>\n\n<p style=\"margin: 0in; font-size: 10.5pt; font-family: Arial, sans-serif;\"><strong><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\">What Success Looks Like (First 6–12 Months)</span></strong></p>\n<ul style=\"margin-bottom: 0in; margin-top: 0px;\">\n<li style=\"margin: 0in 0in 0in 0px; font-size: 10.5pt; font-family: Arial, sans-serif;\"><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\">A clear, evidence-based diagnosis of the caller-authentication shortfall and a remediation roadmap that is understood and owned jointly by business and IT.</span></li>\n<li style=\"margin: 0in 0in 0in 0px; font-size: 10.5pt; font-family: Arial, sans-serif;\"><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\">Measurable improvement in authentication rate, with corresponding gains in self-service adoption and containment.</span></li>\n<li style=\"margin: 0in 0in 0in 0px; font-size: 10.5pt; font-family: Arial, sans-serif;\"><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\">A trusted-advisor relationship established with both business and IT stakeholders.</span></li>\n<li style=\"margin: 0in 0in 0in 0px; font-size: 10.5pt; font-family: Arial, sans-serif;\"><span style=\"font-size: 11.0pt; font-family: Calibri, sans-serif;\">A documented, secure, and scalable target architecture for the member, provider, and self-service contact center on Amazon Connect.</span></li>\n\n<p style=\"margin: 0in; font-size: 10.5pt; font-family: Arial, sans-serif;\">&nbsp;</p></ul></ul></ul></ul></ul></ul></ul></ul></ul></ul></ul>"
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