Senior CCaaS Architect - AI-Driven, Cloud & Integrations

Wipro Ltd.

Louisville (KY)

On-site

USD 80,000 - 158,000

Part time

7 days ago

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Job summary

Wipro Limited in Kentucky seeks an experienced Application Architect L1 (Contract) to lead CCaaS design using Amazon Connect and Google GECX. You will define target architecture, integration strategy, and security compliance for healthcare-focused contact centers.

Collaborating with stakeholders and engineering teams, you will drive AI-enabled capabilities such as conversational AI, agent assist, and real-time analytics, ensuring HIPAA compliance and cloud-native integration.

Qualifications

10+ years of contact center and CX architecture.
3+ years with Amazon Connect and/or Google GECX.
Experience with Amazon Lex and AWS Lambda.
Experience with Amazon Connect Contact Flows.
Experience with Google Dialogflow CX and Google CCAI.
Experience with Agent Assist and Conversational AI.

Responsibilities

Lead end-to-end CCaaS solution architecture for Amazon Connect and Google GECX.
Define architecture for Voice, Chat, SMS, Email, Virtual Agent, Agent Assist, and WFO.
Design integrations with CRM, Member Services, Provider Services, Claims, Eligibility, and backend healthcare platforms.
Architect AI-powered solutions including Conversational AI, Agent Assist, Knowledge Management, and real-time transcription/analytics.
Design API-led architecture and cloud-native integration frameworks.
Ensure HIPAA, CMS, and healthcare compliance.
Collaborate with business stakeholders, product owners, and engineering teams.
Lead architecture governance and technology evaluation.