CCaaS Solution Architect (Amazon Connect / Google GECX)

Hi ,

Our client is looking for an CCaaS Solution Architect (Amazon Connect / Google GECX) for a project and below is the detailed requirement.

Job Title: CCaaS Solution Architect (Amazon Connect / Google GECX)

Location: Louisville, KY

Qualifications & Experience:

• Bachelor’s degree in Computer Science, Information Systems, Engineering, or a related field, or equivalent experience.
• 10+ years of experience in Contact Center, Customer Experience, or Solution Architecture.
• 3+ years of hands-on experience with Amazon Connect and/or Google Customer Engagement Suite (GECX).
• Strong experience designing CCaaS solutions across Voice, Chat, SMS, Email, Virtual Agents, Agent Assist, and Workforce Optimization.
• Hands-on experience with Amazon Lex, AWS Lambda, Amazon Connect Contact Flows, Dialogflow CX, and Google CCAI.
• Strong knowledge of Conversational AI, Intelligent Virtual Agents (IVA), Agent Assist, Knowledge Management, and real-time transcription/analytics.
• Strong experience in API, integration, and cloud-native architecture using AWS and/or Google Cloud Platform.
• Experience integrating contact center platforms with CRM, Member Services, Provider Services, Claims, Eligibility, and healthcare backend systems.
• Strong understanding of healthcare payer operations, including Member Services, Provider Services, Claims, Prior Authorization, and Care Management.
• Knowledge of HIPAA, CMS, security, and healthcare compliance requirements.
• Experience with solution architecture, technology evaluation, architecture governance, and stakeholder management.