Contact Center Architect

Brillio

. Partner with business, operations, product, member/provider experience, and compliance teams to understand goals and requirements .

Posted 9/29/2026full-timeUnited StatesSeniorLead💰 $150,000 - $170,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Expertise in AWS Cloud Architecture and Amazon Connect solutions, with a strong focus on designing secure, compliant, and efficient contact center experiences. Proven ability to translate business requirements into technical solutions while leading cross-functional teams and ensuring adherence to healthcare regulations.

Highest-signal resume keywords

AWS Cloud ArchitectureAmazon Connect EcosystemIVR/IVA DesignHealthcare Contact Center ExperienceCaller Authentication and Identity Verification

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

AWS LambdaAPI GatewayDynamoDBS3KinesisAmazon LexAmazon PollyAmazon TranscribeInfrastructure as CodeHIPAA Compliance

Soft Skills

Exceptional CommunicationStakeholder ManagementFacilitation SkillsAnalytical Problem-SolvingLeadership and Mentoring

Tools & Technologies

CloudFormationTerraformCloudWatchCI/CDSalesforceServiceNow

Industry Keywords

PHI HandlingPII HandlingContact Center MetricsSelf-Service SolutionsHealthcare Systems Integration

Tech Stack

Tools & technologies

Amazon RedshiftAWSCloudDynamoDBServiceNowTerraform

About the role

Key responsibilities & impact

Partner with business, operations, product, member/provider experience, and compliance teams to understand goals and requirements
Translate business needs into clear technical solutions and explain technical trade-offs to stakeholders
Lead design discussions, build consensus, and serve as a trusted bridge between business and IT
Own the 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
Use Amazon Lex, Polly, and Transcribe to improve self-service and call containment
Support modernization from legacy platforms such as Avaya and Genesys
Design integrations with healthcare systems, member/provider data, CRM platforms, and identity/eligibility services
Architect AWS solutions using Lambda, API Gateway, DynamoDB, S3, and Kinesis
Work closely with developers to review designs, set standards, and resolve technical challenges
Ensure solutions meet HIPAA and healthcare security requirements
Design IAM, encryption, access controls, logging, and auditing
Conduct security and architecture reviews and risk assessments
Establish monitoring and KPIs such as authentication, self-service, containment, deflection, and average handle time
Lead root-cause analysis and continuous improvement using contact center data
Use CloudWatch, CloudFormation/Terraform, and CI/CD to support reliable deployments

Requirements

What you’ll need

10+ years of overall IT experience, with a track record of delivering customer-facing solutions
4–6+ years in AWS cloud / solution architecture
3+ years hands-on with Amazon Connect in production environments
Healthcare contact center experience is required, with direct exposure to member, provider, and self-service journeys (payer, provider, PBM, or health-services setting)
Demonstrated experience improving authentication, self-service, and/or containment metrics in a contact center
Experience with Amazon Connect ecosystem: Connect, Lex, Polly, Transcribe, Contact Lens
Experience with AWS services: Lambda, API Gateway, DynamoDB, S3, Kinesis, Redshift, Athena
IVR/IVA design, telephony, and CTI integration
Caller authentication / identity verification patterns and secure PHI/PII handling
CRM and enterprise integration, including Salesforce, ServiceNow, and healthcare core systems
Infrastructure as Code (CloudFormation / Terraform), CloudWatch, and CI/CD
Exceptional verbal and written communication, with ability to explain complex technical concepts simply to non-technical stakeholders and capture business needs precisely for technical teams
Strong facilitation, stakeholder management, and consensus-building skills
Analytical, problem-solving mindset with a bias toward measurable outcomes
Leadership and mentoring capability for development teams