Contact Center Architect

Saksoft; Washington (District of Columbia); Remote; USD 180,000 - 240,000; Full time

Job summary

Saksoft invites a seasoned Contact Center Architect – Healthcare to lead architecture for healthcare contact center solutions hosted in AWS. The role emphasizes Amazon Connect, AWS services, and integration with core healthcare systems, with a remote work option for EST/CST candidates.

Ideal candidates bring 15+ years of IT experience, strong communication, and the ability to align business needs with technical delivery and governance across teams.

Qualifications

• 10+ years in IT delivering customer-facing solutions.
• 4–6+ years in AWS cloud and solution architecture.
• 3+ years hands-on with Amazon Connect in production environments.
• Healthcare contact center experience with payer/provider journeys.
• Proven in improving authentication, self-service, and containment metrics.

Skills

Communication skills

Stakeholder management

Leadership

Analytical mindset

Architectural vision

Tools

Amazon Connect

AWS

Lambda

API Gateway

DynamoDB

S3

Kinesis

Redshift

CloudFormation

Terraform

CI/CD

Salesforce

ServiceNow

Contact Lens

Lex

Polly

Transcribe

Job description

Contact Center Architect – Healthcare

Remote ( EST and CST candidates only )

Resource has to be on our W2

Need Candidates from Development Background, Amazon connect & AWS experience.

Experience : Level 15+ years

Candidate should have excellent communication skills.

Experience

Required Experience & Skills

• 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)

• 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.

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.