CCaaS Solution Architect

Tasks

• Lead end-to-end solution architecture and implementation of Amazon Connect and Google GECX platforms.
• Design omnichannel contact center solutions supporting Voice, Chat, SMS, Email, Virtual Agents, Agent Assist, and Workforce Optimization.
• Develop target-state architecture and customer experience transformation roadmaps.
• Architect integrations with CRM, Member Services, Provider Services, Claims, Eligibility, and other healthcare platforms.
• Design AI-powered contact center solutions using Amazon Lex, Google Dialogflow CX, Google CCAI, and Agent Assist.
• Implement conversational AI, intelligent virtual agents, knowledge management, real-time transcription, and analytics capabilities.
• Design API-led integration architectures leveraging AWS Lambda, REST APIs, and cloud-native services.
• Ensure solutions meet HIPAA, CMS, data privacy, security, and healthcare regulatory requirements.
• Collaborate with business stakeholders, product owners, engineering teams, and enterprise architects.
• Provide architectural governance, technical leadership, and technology evaluation.

Requirements

• 10+ years of experience in Contact Center, Customer Experience, and Solution Architecture.
• 3+ years of hands-on experience with Amazon Connect and/or Google GECX.
• Strong experience with Amazon Connect Contact Flows, Ama

Schedule

• Day 1 Onsite
• C2C

Location

• Louisville, KY