CCaaS Solution Architect: AI CX on Amazon Connect & GECX

METRIX IT SOLUTIONS INC; Louisville (KY); On-site; USD 100,000 - 150,000; Full time

Job summary

METRIX IT SOLUTIONS INC is seeking a seasoned CCaaS Solution Architect to lead the design and modernization of a healthcare-focused center platform using Amazon Connect and Google GECX. The role oversees target architecture, integration strategy, security compliance, and AI-enabled contact center capabilities.

You will define end-to-end solutions across Voice, Chat, SMS, Email, and agent tooling, while guiding governance and technology evaluation with stakeholders and engineering teams.

Qualifications

• 10+ years of Contact Center and Customer Experience architecture experience.
• 3+ years working with Amazon Connect and/or Google GECX.
• Experience with Voice, Chat, SMS, Email, and Virtual Agent architectures.
• Cloud experience in AWS and Google Cloud Platform.

Responsibilities

• Lead end-to-end CCaaS solution architecture for Amazon Connect and Google GECX implementations.
• Define architecture for Voice, Chat, SMS, Email, Virtual Agent, Agent Assist, and Workforce Optimization capabilities.
• Design integrations with CRM, Member Services, Provider Services, Claims, Eligibility, and backend healthcare platforms.
• Architect AI-powered solutions including Conversational AI, Agent Assist, Knowledge Management, and real-time analytics.
• Design API-led architecture and cloud-native integration frameworks.
• Ensure HIPAA, CMS, and healthcare compliance requirements are incorporated into the solution.
• Collaborate with business stakeholders, product owners, and engineering teams.
• Lead architecture governance and technology evaluation.

Tools

Amazon Lex

AWS Lambda

Google Dialogflow CX

Google CCAI

APIs

Job description

METRIX IT SOLUTIONS INC is seeking a seasoned CCaaS Solution Architect to lead the design and modernization of a healthcare-focused center platform using Amazon Connect and Google GECX. The role oversees target architecture, integration strategy, security compliance, and AI-enabled contact center capabilities.

You will define end-to-end solutions across Voice, Chat, SMS, Email, and agent tooling, while guiding governance and technology evaluation with stakeholders and engineering teams.