Role : CCaaS Solution Architect (Amazon Connect / Google GECX)
\nLocation : Louisville KY
\n \nPosition Summary
\nThe 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.
\n \nKey Responsibilities
\n· Lead end-to-end CCaaS solution architecture for Amazon Connect and Google GECX implementations.
\n· Define architecture for Voice, Chat, SMS, Email, Virtual Agent, Agent Assist, and Workforce Optimization capabilities.
\n· Design integrations with CRM, Member Services, Provider Services, Claims, Eligibility, and backend healthcare platforms.
\n· Architect AI-powered solutions including:
\no Intelligent Virtual Agents (IVA)
\no Conversational AI
\no Agent Assist
\no Knowledge Management
\no Real-time transcription and analytics
\n· Design API-led architecture and cloud-native integration frameworks.
\n· Ensure HIPAA, CMS, and healthcare compliance requirements are incorporated into the solution.
\n· Collaborate with business stakeholders, product owners, and engineering teams.
\n· Lead architecture governance and technology evaluation.
\n \nRequired Skills
\n· 10+ years of Contact Center and Customer Experience architecture experience.
\n· 3+ years working with Amazon Connect and/or Google GECX.
\n· Experience with:
\no Amazon Lex
\no AWS Lambda
\no Amazon Connect Contact Flows
\no Google Dialogflow CX
\no Google CCAI
\no Agent Assist
\no Conversational AI
\n· Strong API and integration architecture expertise.
\n· Cloud experience in AWS and Google Cloud Platform.
\n· Knowledge of healthcare payer operations.
\n \nPreferred Qualifications
\n· Amazon Connect Specialty Certifications.
\n· Google Cloud Professional Cloud Architect Certification.
\n· Healthcare domain experience including:
\no Member Services
\no Provider Services
\no Claims
\no Prior Authorization
\n• Care Management
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