Role : Technical Manager AWS Connect Contact Center Migration
Location : Remote
Duration : Contract
Job Summary :
We are seeking a Technical Manager to oversee the end-to-end migration of a healthcare payer's AVAYA contact center into AWS Connect . This role involves managing technical teams, coordinating workstreams (call flows, authentication, chat, voice), and ensuring successful implementation of AWS Connect solutions within a regulated healthcare environment.
Key Responsibilities :
- Project & Workstream Management :
Lead cross-functional teams in migrating AVAYA to AWS Connect , ensuring adherence to timelines and budget.
Oversee multiple workstreams, including call flow transfers, authentication, chat, voice , and AWS Connect ecosystem configuration.Work closely with business analysts, architects, security teams, and cloud engineers to ensure alignment with business objectives.Technical Oversight & Execution :Ensure AWS Connect configurations meet business requirements for call routing, IVR, agent workflow, and analytics .
Drive implementation of AI-driven chatbots, voice authentication, and contact center automation .Supervise integration with CRM platforms ( Salesforce, ServiceNow ), authentication tools, and workforce management solutions.Stakeholder & Vendor Coordination :Serve as a liaison between business teams, IT leadership, and cloud engineers .
Coordinate with AWS, Avaya, and third-party vendors for smooth migration and support.Provide technical updates, risk assessments, and mitigation strategies to senior leadership.Security, Compliance & Best Practices :Ensure solutions comply with HIPAA, PCI DSS, HITRUST , and other healthcare payer regulations.
Implement governance frameworks and best practices for AWS cost management, security, and reliability .Define SLA metrics and performance benchmarks for the contact center migration.Required Skills & Experience :
8 years in IT management, with at least 3 years overseeing AWS Connect or cloud-based contact center migrations .Experience in managing large-scale Avaya contact center migrations to AWS or other cloud platforms.Strong expertise in Amazon Connect, IVR, call flows, workforce management, and analytics .Knowledge of authentication mechanisms ( OAuth, SAML, MFA ) and integration with enterprise CRM solutions.Familiarity with HIPAA, HITRUST, PCI DSS , and compliance-driven environments.AWS Certifications (e.g., AWS Certified Solutions Architect Associate, AWS Certified Security Specialty ) preferred.Tekgence is an equal opportunity employer. Applicants must be authorized to work in the U.S. U.S. citizens and Green Card holders are strongly encouraged to apply.
