Technical Architect AWS Connect Contact Center Migration
Job Summary :
We are looking for a Technical Architect to lead the migration of a large healthcare payer's AVAYA contact center into AWS Connect . The ideal candidate will be responsible for designing the overall architecture, ensuring seamless integration of voice, chat, authentication, and call flow functionalities, and optimizing the AWS Connect ecosystem to support enterprise-level operations.
Key Responsibilities :
- Solution Design & Architecture :
Design and architect AWS Connect -based contact center solutions, ensuring scalability, security, and compliance with healthcare regulations (e.g., HIPAA ).
Define architecture for call flows, authentication mechanisms, IVR, voice / chat use cases, and integration with third-party applications.Provide guidance on AI / ML-driven enhancements such as Amazon Lex for conversational interfaces.Migration & Implementation :Define migration strategies from AVAYA to AWS Connect, ensuring minimal service disruption.
Oversee the configuration of SIP trunking, Lambda functions, Amazon Kinesis, S3, and DynamoDB for real-time and historical analytics.Define strategies for omnichannel engagement, including SMS, email, chat, and voice .Integration & Security :Collaborate with security teams to implement identity verification, authentication mechanisms (OAuth, SAML, MFA), and role-based access controls .
Integrate AWS Connect with existing CRM (Salesforce, ServiceNow, or custom EMR) and workforce management tools.Ensure compliance with PCI DSS and HIPAA for secure transactions.Performance Optimization & Governance :Define monitoring strategies using CloudWatch, AWS X-Ray, and Kinesis Analytics .
Provide best practices for cost optimization and fault tolerance.Establish governance frameworks to standardize deployments across regions and business units.Required Skills & Experience :
10 years in IT architecture with at least 5 years designing cloud-based contact center solutions.Deep expertise in AWS services , particularly Amazon Connect, Lambda, S3, Kinesis, DynamoDB, and Lex .Experience with CTI (Computer Telephony Integration) and integrating AWS Connect with CRM and authentication services .Strong understanding of AVAYA contact centers, SIP trunking, call routing, and voice analytics .Familiarity with healthcare industry regulations (HIPAA, HITRUST) and security frameworks.Experience working in agile and DevOps environments.AWS certifications (e.g., AWS Certified Solutions Architect Professional, AWS Certified Security Specialty ) preferred.
