Job Description
Role : CCaaS Solution Architect (Amazon Connect / Google GECX)
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Location : Louisville KY
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Position Summary
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The CCaaS Solution Architect will lead the design and modernization of Client’s center platform leveraging Amazon Connect and/or Google Customer Engagement Suite (GECX). The role is responsible for defining target architecture, customer experience transformation roadmap, integration strategy, security compliance, and AI-enabled contact center capabilities.
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Key Responsibilities
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· Lead end-to-end CCaaS solution architecture for Amazon Connect and Google GECX implementations.
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· Define architecture for Voice, Chat, SMS, Email, Virtual Agent, Agent Assist, and Workforce Optimization capabilities.
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· Design integrations with CRM, Member Services, Provider Services, Claims, Eligibility, and backend healthcare platforms.
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· Architect AI-powered solutions including:
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o Intelligent Virtual Agents (IVA)
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o Conversational AI
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o Agent Assist
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o Knowledge Management
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o Real-time transcription and analytics
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· Design API-led architecture and cloud-native integration frameworks.
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· Ensure HIPAA, CMS, and healthcare compliance requirements are incorporated into the solution.
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· Collaborate with business stakeholders, product owners, and engineering teams.
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· Lead architecture governance and technology evaluation.
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Required Skills
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· 10+ years of Contact Center and Customer Experience architecture experience.
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· 3+ years working with Amazon Connect and/or Google GECX.
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· Experience with:
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o Amazon Lex
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o AWS Lambda
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o Amazon Connect Contact Flows
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o Google Dialogflow CX
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o Google CCAI
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o Agent Assist
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o Conversational AI
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· Strong API and integration architecture expertise.
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· Cloud experience in AWS and Google Cloud Platform.
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· Knowledge of healthcare payer operations.
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Preferred Qualifications
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· Amazon Connect Specialty Certifications.
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· Google Cloud Professional Cloud Architect Certification.
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· Healthcare domain experience including:
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o Member Services
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o Provider Services
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o Claims
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o Prior Authorization
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• Care Management