Contact Center Architect - Healthcare & Amazon Connect - R01566032

Requirements

• Contact Center Architect - Healthcare
• Amazon Connect | Member, Provider & Self-Service Experience
• Business-IT Bridge - Authentication, Self-Service & Containment Focus
• Role Summary
• 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
• 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 seacurity, 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.

Additional Information

About Brillio: Brillio is one of the fastest growing digital technology service providers and a partner of choice for many Fortune 1000 companies seeking to turn disruption into a competitive advantage through innovative digital adoption. Brillio, renowned for its world-class professionals, referred to as "Brillians", distinguishes itself through their capacity to seamlessly integrate cutting-edge digital and design thinking skills with an unwavering dedication to client satisfaction. Brillio takes pride in its status as an employer of choice, consistently attracting the most exceptional and talented individuals due to its unwavering emphasis on contemporary, groundbreaking technologies, and exclusive digital projects. Brillio's relentless commitment to providing an exceptional experience to its Brillians and nurturing their full potential consistently garners them the Great Place to Work® certification year after year. Know what it's like to work and grow at Brillio:

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