CCaaS Solution Architect (Amazon Connect / Google GECX)

Position Summary

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.

Key Responsibilities

·         Lead end-to-end CCaaS solution architecture for Amazon Connect and Google GECX implementations.

·         Define architecture for Voice, Chat, SMS, Email, Virtual Agent, Agent Assist, and Workforce Optimization capabilities.

·         Design integrations with CRM, Member Services, Provider Services, Claims, Eligibility, and backend healthcare platforms.

·         Architect AI-powered solutions including:

o    Intelligent Virtual Agents (IVA)

o    Conversational AI

o    Agent Assist

o    Knowledge Management

o    Real-time transcription and analytics

·         Design API-led architecture and cloud-native integration frameworks.

·         Ensure HIPAA, CMS, and healthcare compliance requirements are incorporated into the solution.

·         Collaborate with business stakeholders, product owners, and engineering teams.

·         Lead architecture governance and technology evaluation.

Required Skills

·         10+ years of Contact Center and Customer Experience architecture experience.

·         3+ years working with Amazon Connect and/or Google GECX.

·         Experience with:

o    Amazon Lex

o    AWS Lambda

o    Amazon Connect Contact Flows

o    Google Dialogflow CX

o    Google CCAI

o    Agent Assist

o    Conversational AI

·         Strong API and integration architecture expertise.

·         Cloud experience in AWS and Google Cloud Platform.

·         Knowledge of healthcare payer operations.

Preferred Qualifications

·         Amazon Connect Specialty Certifications.

·         Google Cloud Professional Cloud Architect Certification.

·         Healthcare domain experience including:

o    Member Services

o    Provider Services

o    Claims

o    Prior Authorization

•       Care Management