Contact Center Architect

Responsibilities

• Lead business discovery sessions with operations, product, and compliance stakeholders to translate business goals into technical requirements.
• Own the end-to-end architecture of the Amazon Connect contact center, including member, provider, and self-service journeys.
• Design IVR/IVA flows, routing strategies, and omnichannel experiences (voice, chat, callback) optimized for containment.
• Architect secure caller authentication and identity verification flows, ensuring the safe handling of PHI/PII.
• Oversee integrations with healthcare enterprise systems, CRMs (Salesforce, ServiceNow), and serverless AWS architectures.
• Establish monitoring, logging, and alerting via CloudWatch to track KPIs such as authentication rates and deflection.
• Partner hands-on with developers to set design standards, review implementations, and ensure scalable deployments using Infrastructure as Code.

Requirements

• 10+ years of overall IT experience with a track record of delivering customer-facing solutions.
• 4–6+ years of experience in AWS cloud and solution architecture.
• 3+ years of hands-on experience with Amazon Connect in production environments.
• Direct experience in healthcare contact centers (payer, provider, PBM, or health-services).
• Deep knowledge of IVR/IVA design and telephony integration.
• Strong understanding of HIPAA compliance and the protection of PHI/PII.
• Exceptional communication skills with the ability to bridge the gap between business leaders and engineering teams.

Preferred Qualifications

• AWS Certified Solutions Architect (Associate or Professional).
• Experience with conversational AI, chatbots, and virtual-agent design using Amazon Lex.
• Familiarity with healthcare interoperability standards such as HL7/FHIR.
• Experience using QuickSight and Contact Lens for contact center performance analytics.

About the Company

Brillio is a fast-growing digital technology service provider that helps Fortune 1000 companies turn disruption into competitive advantage. We combine cutting-edge digital skills with design thinking to deliver innovative solutions for our clients. Recognized as a Great Place to Work®, Brillio is committed to nurturing the potential of our "Brillians" through exposure to groundbreaking technologies and exclusive digital projects.