CCaaS Solution Architect

Role : CCaaS Solution Architect (Amazon Connect / Google GECX)

Location : Louisville KY

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