Contact Center Architect | Healthcare | Remote

Hi Jobseekers,
I have the below-mentioned position available with my client. Please let me know if you are interested in this role and share your updated resume so we can proceed further.
Position: Contact Centre Architect Healthcare
Location: Remote
Role Summary
Technical Skills
Amazon Connect ecosystem: Connect, Lex, Polly, Transcribe, Contact Lens.
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 (Salesforce, ServiceNow, and healthcare core systems).
Infrastructure as Code (CloudFormation / Terraform), CloudWatch, and CI/CD.
Business Partnership & Discovery (the bridge role)
Drive the conversation with the business - lead working sessions with operations, member/provider experience, product, and compliance stakeholders to surface goals, pain points, and the "why" behind every requirement.
Bridge business and IT - translate business intent into clear technical requirements for development teams and translate technical constraints and trade-offs back into language the business can act on.
Earn and keep trust - act as the single, credible point of contact who both sides rely on; embrace the customer's perspective and represent it faithfully throughout delivery.
Facilitate decisions - run design reviews, build consensus across competing priorities, and keep initiatives moving without losing either business value or technical integrity.
Contact Center Architecture (Amazon Connect)
Own the end-to-end architecture of the Amazon Connect contact center across member, provider, and self-service journeys.
Design IVR / IVA and contact flows, routing strategies, queueing, and omnichannel (voice, chat, callback) experiences optimized for self-service and containment.
Architect caller authentication and identity flows - including data-driven verification, integration with member/provider systems of record, and secure handling of PHI/PII.
Design conversational self-service using Amazon Lex, Polly, and Transcribe, with a clear strategy for deflection, containment, and graceful escalation to agents.
Drive modernization from legacy contact center platforms (e.g., Avaya, Genesys) where applicable.
Development & Integration
Oversee integration with healthcare enterprise systems - core administrative/claims platforms, member and provider data, CRM (Salesforce, ServiceNow), and third-party identity or eligibility services.
Architect serverless, event-driven solutions using AWS Lambda, API Gateway, DynamoDB, S3, and Kinesis.
Partner hands-on with developers - set design standards, review implementations, and unblock the team rather than throwing designs over the wall.
Security, Compliance & Governance (Healthcare)
Design for HIPAA and PHI/PII protection - define IAM, encryption (in transit and at rest), least-privilege access, and audit/logging controls appropriate to a regulated healthcare environment.
Ensure compliance with organizational and regulatory standards; conduct design reviews and risk assessments.
Operations & Optimization
Establish monitoring, logging, and alerting (e.g., CloudWatch) and define the KPIs that matter - authentication rate, self-service / containment rate, average handle time, and deflection.
Lead root-cause analysis and continuous improvement; turn contact center analytics into prioritized action.
Apply Infrastructure as Code (CloudFormation / Terraform) and CI/CD practices for repeatable, reliable deployments.
Thanks, and Regards,
Ashu Pal
Technical Recruiter
M: 469-256-8555
Email: Ashu@tekaccel.com
Tekaccel, Inc.
2601 Little Elm Pkwy,
Suite # 1804,
Little Elm, TX 75068
www.tekaccel.com

Work arrangement
Yes