Contact Center Architect – Amazon Connect

Brillio; United States; À distance; USD 150 000 - 190 000; Plein temps

Résumé du poste

Brillio seeks a hands-on 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; it’s the bridge between business and IT, translating goals into a secure, scalable technical architecture.

The candidate will collaborate with operations, product, and security to diagnose issues, define requirements, and drive remediation that improves authentication,

Qualifications

• 10+ years of IT experience delivering customer-facing solutions.
• 4–6+ years in AWS cloud / solution architecture.
• 3+ years hands-on with Amazon Connect in production.
• Healthcare contact center experience is required.
• Demonstrated experience improving authentication, self-service, and/or containment metrics in a contact center.
• Strong communication and leadership across business and IT.

Responsabilités

• Lead business discovery sessions with operations, member/provider experience and compliance stakeholders.
• Bridge business and IT—translate business intent into clear technical requirements for development teams.
• Own end-to-end Amazon Connect architecture for member, provider, and self-service journeys.
• Design IVR/IVA, routing, queues, and omnichannel experiences for self-service and containment.
• Architect caller authentication and identity flows with PHI/PII protection.
• Design and implement serverless solutions with AWS Lambda, API Gateway, DynamoDB, S3, and Kinesis.
• Establish monitoring, logging, and KPIs like authentication rate and containment.

Connaissances

IT leadership

AWS cloud architecture

Amazon Connect

Healthcare contact center

Authentication optimization

Outils

Salesforce

ServiceNow

CloudFormation

Terraform

AWS Lambda

Amazon Connect

Lex

Polly

Transcribe

QuickSight

Contact Lens

Description du poste

Brillio is one of the fastest growing digital technology service providers and a partner of choice for many Fortune 1000 companies seeking to turn disruption into a competitive advantage through innovative digital adoption. Brillio, renowned for its world‑class professionals, referred to as \"Brillians\", distinguishes itself through their capacity to seamlessly integrate cutting‑edge digital and design thinking skills with an unwavering dedication to client satisfaction.

Brillio takes pride in its status as an employer of choice, consistently attracting the most exceptional and talented individuals due to its unwavering emphasis on contemporary, groundbreaking technologies, and exclusive digital projects. Brillio's relentless commitment to providing an exceptional experience to its Brillians and nurturing their full potential consistently garners them the Great Place to Work® certification year after year.

Contact Center Architect

Remote

Amazon Connect | Member, Provider & Self-Service Experience | Business–IT Bridge Authentication, Self-Service & Containment Focus

Role Summary

• 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.
• 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 security, 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.

Your First Assignment

We believe a role is best understood through the problem it will solve first. Within the first 90 days, the priority will be to diagnose and remediate a specific, high‑impact issue:

Priority Initiative: Caller Authentication

• The problem: Caller authentication in the contact center is currently succeeding less than 50% of the time. Because authentication gates personalized self‑service, this directly suppresses self‑service adoption and containment, and pushes avoidable volume to live agents.
• The mandate: Lead the discovery to understand why authentication is failing — across IVR/IVA design, data sources, identity‑matching logic, member/provider data quality, and the caller experience — then design and drive the remediation that lifts the authentication rate and, with it, self‑service and containment.
• Why it matters: This single metric sits at the intersection of member experience, operational cost, and compliance. Solving it is how this person will earn early credibility with both the business and IT.
• Success in this first initiative looks like a clear, evidence‑based root‑cause story the business understands, a remediation roadmap IT can execute, and a measurable improvement in the authentication, self‑service, and containment rates.

What You Will Own

Business Partnership & Discovery (the bridge role)

• Drive the conversation with the business — lead working sessions with operations, member/provider experience, product, and compliance stakeholders to surface goals, pain points, and the “why” behind every requirement.
• Bridge business and IT — 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.
• Earn and keep trust — act as the single, credible point of contact who both sides rely on; embrace the customer’s perspective and represent it faithfully throughout delivery.
• Facilitate decisions — run design reviews, build consensus across competing priorities, and keep initiatives moving without losing either business value or technical integrity.

Contact Center Architecture (Amazon Connect)

• Own the end‑to‑end architecture of the Amazon Connect contact center across member, provider, and self‑service journeys.
• Design IVR / IVA and contact flows, routing strategies, queueing, and omnichannel (voice, chat, callback) experiences optimized for self‑service and containment.
• Architect caller authentication and identity flows — including data‑driven verification, integration with member/provider systems of record, and secure handling of PHI/PII.
• Design conversational self‑service using Amazon Lex, Polly, and Transcribe, with a clear strategy for deflection, containment, and graceful escalation to agents.
• Drive modernization from legacy contact center platforms (e.g., Avaya, Genesys) where applicable.

Development & Integration

• Oversee integration with healthcare enterprise systems — core administrative/claims platforms, member and provider data, CRM (Salesforce, ServiceNow), and third‑party identity or eligibility services.
• Architect serverless, event‑driven solutions using AWS Lambda, API Gateway, DynamoDB, S3, and Kinesis.
• Partner hands‑on with developers — set design standards, review implementations, and unblock the team rather than throwing designs over the wall.

Security, Compliance & Governance (Healthcare)

• Design for HIPAA and PHI/PII protection — define IAM, encryption (in transit and at rest), least‑privilege access, and audit/logging controls appropriate to a regulated healthcare environment.
• Ensure compliance with organizational and regulatory standards; conduct design reviews and risk assessments.

Operations & Optimization

• Establish monitoring, logging, and alerting (e.g., CloudWatch) and define the KPIs that matter — authentication rate, self‑service / containment rate, average handle time, and deflection.
• Lead root‑cause analysis and continuous improvement; turn contact center analytics into prioritized action.
• Apply Infrastructure as Code (CloudFormation / Terraform) and CI/CD practices for repeatable, reliable deployments.

Required Experience & Skills

Experience

• 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.
• 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.

What Success Looks Like (First 6–12 Months)

• A clear, evidence‑based diagnosis of the caller‑authentication shortfall and a remediation roadmap that is understood and owned jointly by business and IT.
• Measurable improvement in authentication rate, with corresponding gains in self‑service adoption and containment.
• A trusted‑advisor relationship established with both business and IT stakeholders.
• A documented, secure, and scalable target architecture for the member, provider, and self‑service contact center on Amazon Connect.

Equal Employment Opportunity Declaration

Brillio is an equal opportunity employer to all, regardless of age, ancestry, colour, disability (mental and physical), exercising the right to family care and medical leave, gender, gender expression, gender identity, genetic information, marital status, medical condition, military or veteran status, national origin, political affiliation, race, religious creed, sex (includes pregnancy, childbirth, breastfeeding, and related medical conditions), and sexual orientation.