Contact Center Architect – Healthcare, AWS Connect

Volantsoft Inc

. Lead business discovery sessions with operations, member/provider experience, product, and compliance stakeholders .

Posted 9/22/2026full-timeRemote • United StatesSeniorLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in AWS cloud architecture, particularly with Amazon Connect, while ensuring compliance with HIPAA regulations. Proven ability to lead cross-functional teams in designing and implementing customer-facing solutions that enhance member and provider experiences.

Highest-signal resume keywords

AWS Cloud ArchitectureAmazon Connect ImplementationIVR/IVA DesignHealthcare Contact Center ExperienceInfrastructure as Code

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

AWS LambdaAPI GatewayDynamoDBS3KinesisRedshiftAthenaAmazon LexPollyTranscribe

Soft Skills

Exceptional CommunicationStakeholder ManagementFacilitation SkillsAnalytical Problem-SolvingLeadership

Tools & Technologies

Amazon ConnectSalesforceServiceNowCloudFormationTerraformCloudWatchQuickSight

Certifications & Qualifications

AWS Certified Solutions Architect

Industry Keywords

HIPAAHL7/FHIRPHI/PII HandlingContact Center KPIsConversational AI

Tech Stack

Tools & technologies

Amazon RedshiftAWSCloudDynamoDBServiceNowTerraform

About the role

Key responsibilities & impact

Lead business discovery sessions with operations, member/provider experience, product, and compliance stakeholders
Translate business intent into technical requirements and technical constraints into actionable business language
Serve as the trusted point of contact between business and IT
Facilitate design reviews, consensus, and architectural decisions
Own end-to-end Amazon Connect contact center architecture across member, provider, and self-service journeys
Design IVR/IVA, contact flows, routing, queueing, and omnichannel voice, chat, and callback experiences
Architect caller authentication and identity flows with secure PHI/PII handling
Design conversational self-service using Amazon Lex, Polly, and Transcribe
Drive modernization from legacy platforms such as Avaya and Genesys
Oversee integrations with healthcare administrative/claims platforms, member and provider systems, CRM, and identity or eligibility services
Architect serverless, event-driven AWS solutions
Partner hands-on with developers, set design standards, review implementations, and unblock delivery
Define IAM, encryption, least-privilege access, audit, and logging controls for HIPAA-regulated environments
Conduct compliance design reviews and risk assessments
Establish monitoring, logging, alerting, and contact center KPIs
Lead root-cause analysis and continuous improvement
Apply Infrastructure as Code and CI/CD practices
Mentor development teams

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 required, including member, provider, and self-service journeys
Demonstrated experience improving authentication, self-service, and/or containment metrics
Experience with Amazon Connect, Lex, Polly, Transcribe, and Contact Lens
Experience with AWS Lambda, API Gateway, DynamoDB, S3, Kinesis, Redshift, and Athena
IVR/IVA design, telephony, and CTI integration experience
Caller authentication / identity verification and secure PHI/PII handling
CRM and enterprise integration experience with Salesforce, ServiceNow, and healthcare core systems
Infrastructure as Code using CloudFormation or Terraform, CloudWatch, and CI/CD
Exceptional verbal and written communication
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
AWS Certified Solutions Architect preferred
Experience with conversational AI / chatbot and virtual-agent design preferred
Familiarity with HIPAA, HL7/FHIR, and eligibility/benefits flows preferred
Experience with QuickSight and Contact Lens preferred

Benefits

Comp & perks

Remote position / 100% remote work
Long-term project position