CCaaS Solution Architect (FTE/ Contract)

AppLab Systems, Inc; United States; Remote; USD 140,000 - 180,000; Full time

Job summary

AppLab Systems, Inc. in Louisville, KY (Remote) seeks an experienced CCaaS Solution Architect to lead design and modernization of the military contact center platform using Amazon Connect and Google GECX.

The role defines target architecture, transformation roadmap, integration strategy, security compliance, and AI-enabled capabilities for omnichannel customer experiences. The candidate will drive API-led integration, ensure governance across business, product, engineering and security teams,

Qualifications

• 10+ years of CCaaS CX architecture experience.
• 3+ years hands-on with Amazon Connect or Google GECX.
• Experience with IVA, Conversational AI, agent assist and Dialogflow CX/CCA I.
• API-led integration using REST and microservices.
• Amazon Connect features: Contact Flows, AWS Lambda.
• Healthcare payer operations and provider services knowledge.
• Experience across voice, chat, SMS, email, virtual agents, and workforce optimization.
• Governance across business, product, engineering, security teams.

Skills

CCaaS Solution Architecture

Amazon Connect / Google GECX

AI Contact Center

Integration

AWS Lambda

REST APIs

Tools

REST APIs

AWS Lambda

Job description

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

Location: Louisville, KY (Remote)

Type: Contract/ Full Time

Job Description:

The CCaaS Solution Architect will lead the design and modernization of Client's Military's contact 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.

Mandatory Skills

• CCaaS Solution Architecture: 10+ years Contact Center / CX Architecture
• Amazon Connect / Google GECX: 3+ years hands-on experience
• AI Contact Center: IVA, Conversational AI, Agent Assist, Dialogflow CX, Amazon Lex, CCAI
• Integration: API-led architecture, REST APIs, microservices, cloud integration
• Amazon Connect: Contact Flows, AWS Lambda
• Healthcare: Payer operations, Claims, Eligibility, Member/Provider Services
• Contact Center Channels: Voice, Chat, SMS, Email, Virtual Agent, Workforce Optimization
• Stakeholder & Architecture Governance: Business, product, engineering, security, and technology teams