Healthcare Contact Center Architect (Amazon Connect)

Brillio 2; St. Louis (MO); Remote; USD 140,000 - 210,000; Full time

Job summary

Brillio is seeking 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 role sits at the business-IT nexus, translating requirements into secure, scalable architectures that operations and product teams can trust.

You will collaborate with security, IAM, and development teams to craft resilient solutions, improve authentication, and optimize containment metrics while

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.
• Demonstrated improvements in authentication, self-service, or containment in contact centers.

Responsibilities

• Partner with business and IT teams to understand goals.
• Translate business needs into technical solutions and explain trade-offs.
• Lead design discussions and build consensus between business and IT.
• Own end-to-end Amazon Connect architecture for member, provider, and self-service.
• Design IVR/IVA, contact flows, routing, omnichannel experiences.
• Architect caller authentication and secure PHI/PII handling.
• Work with developers to review designs and resolve challenges.
• Establish monitoring and KPIs and drive continuous improvement.

Skills

AWS Architecture

Amazon Connect

Healthcare IT

Security & HIPAA

Leadership

CI/CD

Tools

Salesforce

ServiceNow

Job description

Brillio is seeking 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 role sits at the business-IT nexus, translating requirements into secure, scalable architectures that operations and product teams can trust.

You will collaborate with security, IAM, and development teams to craft resilient solutions, improve authentication, and optimize containment metrics while