Healthcare Contact Center Architect – Amazon Connect (Remote)

Brillio; St. Louis (MO); Hybrid; USD 150,000 - 170,000; 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 intersection of business and IT, translating goals into a resilient, secure architecture the teams can build against.

The ideal candidate blends business acumen with technical depth, collaborating with operations, product, security, and compliance to deliver measurable improvements in

Qualifications

• 10+ years of IT experience with 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.

Responsibilities

• Partner with business, operations, product, and compliance teams to understand goals and requirements.
• Translate business needs into clear technical solutions and explain trade-offs to stakeholders.
• Lead design discussions and build consensus as a bridge between business and IT.
• Own end-to-end Amazon Connect architecture for member, provider, and self-service experiences.
• Design IVR/IVA, contact flows, routing, omnichannel experiences, and self-service solutions.
• Architect caller authentication, identity verification, and secure PHI/PII handling.
• Review designs with developers to set standards and resolve challenges.
• Establish monitoring and KPIs for authentication, self-service, containment, and deflection.

Skills

Communication skills

Leadership

Analytical mindset

Stakeholder management

Mentoring

Tools

Amazon Connect

AWS Lambda

API Gateway

DynamoDB

S3

Kinesis

Redshift

Athena

Salesforce

ServiceNow

CloudFormation

Terraform

CI/CD

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 intersection of business and IT, translating goals into a resilient, secure architecture the teams can build against.

The ideal candidate blends business acumen with technical depth, collaborating with operations, product, security, and compliance to deliver measurable improvements in