[Hiring] Contact Center Architect @Volantsoft Inc

Role Description

We are seeking a hands-on, business-savvy Contact Center Architect to own the end-to-end design of our healthcare contact center on Amazon Connect, spanning member, provider, and self-service experiences. This is not a back-room engineering role. The person we are looking for is the connective tissue between the business and IT — a trusted advisor who can sit with operations, product, compliance, and member-experience leaders, understand what they are truly trying to achieve, and translate that into a resilient, secure, measurable technical architecture that the development teams can build with confidence.

The ideal candidate is a genuine “jack of all trades”: equally comfortable whiteboarding a contact flow with a business sponsor, debating IAM and PHI handling with security, and pairing with developers on a Lambda integration. Above all, they earn trust quickly on both sides of the house — the business believes this person understands their world, and IT believes this person understands theirs.

What You Will Own

• Business Partnership & Discovery (the bridge role)
  • Drive the conversation with the business — lead working sessions with operations, member/provider experience, product, and compliance stakeholders to surface goals, pain points, and the “why” behind every requirement.
  • Bridge business and IT — translate business intent into clear technical requirements for development teams, and translate technical constraints and trade-offs back into language the business can act on.
  • Earn and keep trust — act as the single, credible point of contact who both sides rely on; embrace the customer's perspective and represent it faithfully throughout delivery.
  • Facilitate decisions — run design reviews, build consensus across competing priorities, and keep initiatives moving without losing either business value or technical integrity.
• Contact Center Architecture (Amazon Connect)
  • Own the end-to-end architecture of the Amazon Connect contact center across member, provider, and self-service journeys.
  • Design IVR / IVA and contact flows, routing strategies, queueing, and omnichannel (voice, chat, callback) experiences optimized for self-service and containment.
  • Architect caller authentication and identity flows — including data-driven verification, integration with member/provider systems of record, and secure handling of PHI/PII.
  • Design conversational self-service using Amazon Lex, Polly, and Transcribe, with a clear strategy for deflection, containment, and graceful escalation to agents.
  • Drive modernization from legacy contact center platforms (e.g., Avaya, Genesys) where applicable.
• Development & Integration
  • Oversee integration with healthcare enterprise systems — core administrative/claims platforms, member and provider data, CRM (Salesforce, ServiceNow), and third-party identity or eligibility services.
  • Architect serverless, event-driven solutions using AWS Lambda, API Gateway, DynamoDB, S3, and Kinesis.
  • Partner hands-on with developers — set design standards, review implementations, and unblock the team rather than throwing designs over the wall.
• Security, Compliance & Governance (Healthcare)
  • Design for HIPAA and PHI/PII protection — define IAM, encryption (in transit and at rest), least-privilege access, and audit/logging controls appropriate to a regulated healthcare environment.
  • Ensure compliance with organizational and regulatory standards; conduct design reviews and risk assessments.
• Operations & Optimization
  • Establish monitoring, logging, and alerting (e.g., CloudWatch) and define the KPIs that matter — authentication rate, self-service / containment rate, average handle time, and deflection.
  • Lead root-cause analysis and continuous improvement; turn contact center analytics into prioritized action.
  • Apply Infrastructure as Code (CloudFormation / Terraform) and CI/CD practices for repeatable, reliable deployments.

Qualifications

• 10+ years of overall IT experience, with a track record of delivering customer-facing solutions.
• 4–6+ years in AWS cloud / solution architecture.
• 3+ years hands-on with Amazon Connect in production environments.
• Healthcare contact center experience is required — direct exposure to member, provider, and self-service journeys (payer, provider, PBM, or health-services setting).
• Demonstrated experience improving authentication, self-service, and/or containment metrics in a contact center.

Technical Skills

• Amazon Connect ecosystem: Connect, Lex, Polly, Transcribe, Contact Lens.
• AWS services: Lambda, API Gateway, DynamoDB, S3, Kinesis, Redshift, Athena.
• IVR/IVA design, telephony, and CTI integration.
• Caller authentication / identity verification patterns and secure PHI/PII handling.
• CRM and enterprise integration (Salesforce, ServiceNow, and healthcare core systems).
• Infrastructure as Code (CloudFormation / Terraform), CloudWatch, and CI/CD.

Communication & Leadership

• Exceptional verbal and written communication — able to explain complex technical concepts simply to non-technical stakeholders, and to capture business needs precisely for technical teams.
• Strong facilitation, stakeholder management, and consensus-building skills.
• Credibility and presence to be trusted by both business leaders and engineering teams.
• Analytical, problem-solving mindset with a bias toward measurable outcomes.
• Leadership and mentoring capability for development teams.

Preferred Qualifications

• AWS Certified Solutions Architect (Associate or Professional).
• Experience with conversational AI / chatbot and virtual-agent design.
• Familiarity with healthcare data and interoperability standards (e.g., HIPAA, HL7/FHIR) and eligibility/benefits flows.
• Experience with analytics and reporting tools such as QuickSight and Contact Lens for contact center performance.