CCaaS Solution Architect (Amazon Connect / Google 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

Role: CCaaS Solution Architect (Amazon Connect / Google GECX)

Contract

Position Summary

The CCaaS Solution Architect will lead the design and modernization of Client’s center platform leveraging Amazon Connect and/or Google Customer Engagement Suite (GECX). The role is responsible for defining target architecture, customer experience transformation roadmap, integration strategy, security compliance, and AI-enabled contact center capabilities.

Key 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
  • Real-time transcription and 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.

Required Skills

• 10+ years of Contact Center and Customer Experience architecture experience.
• 3+ years working with Amazon Connect and/or Google GECX.
• Experience with:
  • Amazon Lex
  • AWS Lambda
  • Amazon Connect Contact Flows
  • Google Dialogflow CX
  • Google CCAI
  • Agent Assist
  • Conversational AI
• Strong API and integration architecture expertise.
• Cloud experience in AWS and Google Cloud Platform.
• Knowledge of healthcare payer operations.

Preferred Qualifications

• Amazon Connect Specialty Certifications.
• Google Cloud Professional Cloud Architect Certification.