Direct Client for Contact Center Architect Healthcare with AWS Connect

Volantsoft Inc; Dallas (TX); Remote; USD 180,000 - 240,000; Full time

Job summary

Volantsoft Inc is seeking a hands-on Contact Center Architect for healthcare Amazon Connect. You will own end-to-end design across member, provider, and self-service journeys, sitting between business and IT, translating goals into secure, scalable architecture.

Collaboration with operations, product, compliance, and security teams is essential to success. The role requires 10+ years in IT, 3+ years with Amazon Connect, and strong experience in IaC, IAM, and data protection in healthcare

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 required (member/provider/self-service journeys).
• Demonstrated experience improving authentication, self-service, and containment metrics.

Responsibilities

• Drive business partnerships and discovery with operations and compliance to surface goals and requirements.
• Bridge business and IT by translating requirements into technical specifications.
• Own end-to-end Amazon Connect architecture across member, provider, and self-service journeys.
• Design IVR/IVA, routing, queueing, and omnichannel experiences optimized for self-service.
• Architect secure PHI/PII handling and identity flows.
• Oversee integrations with healthcare systems (CRM, claims, eligibility) and AWS serverless solutions.
• Establish monitoring, logging, KPIs, and CI/CD/infrastructure as code.

Skills

AWS architecture

Amazon Connect

Security & HIPAA

CRM integration

Leadership

Stakeholder management

Communication

Tools

Salesforce

ServiceNow

CloudFormation

Terraform

CloudWatch

Kinesis

Lex

Polly

Transcribe

Job description

Job Title: Contact Center Architect – Healthcare Amazon Connect | Member, Provider & Self-Service Experience

Location: 100% Remote

Duration: Long Term Project

Position Description:

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 seacurity, 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.

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 seacurity, 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.

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‑serviceusing 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 & Skill 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.
• 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)

• 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.

This is a remote position.