Lead Amazon Connect Engineer – Healthcare CX

Brillio

Northern (KY)

Hybrid

USD 130,000 - 170,000

Full time

9 days ago

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Job summary

Brillio is seeking an experienced Lead Systems Engineer for Amazon Connect to design, implement, and support cloud-based contact center solutions for healthcare environments in the United States. You will lead delivery across flows, IVR, intents, and integrations using Lambda, Lex, DynamoDB, S3, and CloudWatch, ensuring HIPAA-aligned security and high availability.

Collaborating with business teams, architects, QA, and operations, you will modernize contact center capabilities and drive

Qualifications

10+ years in systems/ cloud engineering, contact center engineering, or integration.
3+ years hands-on designing, building, and supporting Amazon Connect solutions.
Strong knowledge of Amazon Connect components: flows, queues, routing, users, and real-time metrics.
Hands-on with AWS Lambda, Amazon Lex, DynamoDB, CloudWatch, and S3.
Experience serverless integrations using Python, Node.js, or Java.
Experience with contact center tech, telephony concepts, IVR, ACD routing, and call recording.
Experience integrating Connect with CRM, claims, eligibility, knowledge bases, or data warehouses.
Strong production support, monitoring, incident management, and change control.
Clear technical documentation for stakeholders.
Bachelor’s degree or equivalent professional experience.

Responsibilities

Lead the design, development, configuration, and deployment of Amazon Connect-based contact center solutions for healthcare operations.
Build and maintain contact flows, IVR logic, routing profiles, queues, hours of operation, quick connects, callback flows, emergency messaging, holiday routing, and dynamic messaging.
Develop and support integrations using AWS Lambda, Amazon Lex, DynamoDB, S3, Kinesis, CloudWatch, and other AWS services.
Design conversational AI and self-service experiences using Amazon Lex to improve caller containment, reduce agent workload, and enhance member and patient experience.
Implement custom business logic and automation using AWS Lambda functions written in Python, Node.js, or Java.
Support migration from legacy contact center platforms to Amazon Connect.
Partner with healthcare business teams to understand member services, provider services, claims, eligibility, prior authorization, pharmacy, and care management workflows.
Ensure HIPAA-aligned handling of PHI, secure data exchange, auditability, and access controls.
Create and maintain technical design documents, deployment runbooks, operational procedures, troubleshooting guides, and knowledge transfer materials.
Lead issue triage, root cause analysis, performance tuning, incident response, and post-production stabilization for Amazon Connect environments.
Collaborate with QA to validate call routing, IVR prompts, integrations, data lookups, failover behavior, reporting, and end-to-end journeys.
Contribute to CI/CD automation, infrastructure as code, release governance, and environment management using Terraform, CloudFormation, Git, and Jenkins.
Provide technical leadership, mentoring, code reviews, and guidance to engineers working on Amazon Connect and AWS contact center solutions.