Contact Center Architect (Amazon Connect)

TL;DR

Contact Center Architect (Amazon Connect): Designing and owning the end-to-end architecture of a healthcare contact center on Amazon Connect with an accent on member, provider, and self-service experiences. Focus on bridging business requirements with technical implementation, optimizing authentication, and ensuring HIPAA compliance.

Location: Remote (Must be based in the United States)

Company

hirify.global is a digital engineering and transformation company focusing on platform and product engineering.

What you will do

• Lead discovery sessions with business stakeholders to translate goals and pain points into technical requirements.
• Own the end-to-end architecture of Amazon Connect journeys, including IVR/IVA design, routing strategies, and omnichannel experiences.
• Architect secure caller authentication and identity flows, ensuring the strict protection of PHI/PII.
• Oversee integrations with healthcare enterprise systems, CRMs like Salesforce and ServiceNow, and serverless AWS services.
• Establish monitoring and logging via CloudWatch to define and track KPIs such as authentication and containment rates.

Requirements

• 10+ years of overall IT experience with a track record of delivering customer-facing solutions.
• 3+ years of hands-on experience with Amazon Connect in production environments.
• Healthcare contact center experience is required, specifically within payer, provider, or PBM settings.
• Proficiency in AWS services including Lambda, API Gateway, DynamoDB, S3, and Kinesis.
• Exceptional communication skills to build trust and alignment between business leaders and engineering teams.

Nice to have

• AWS Certified Solutions Architect (Associate or Professional).
• Experience with conversational AI, chatbot, and virtual-agent design.
• Familiarity with healthcare interoperability standards such as HL7/FHIR.

Culture & Benefits

• Inclusive work environment adhering to Equal Employment Opportunity principles.
• High-impact role serving as the primary bridge between business operations and IT.
• Opportunity to drive modernization from legacy platforms (Avaya, Genesys) to cloud-native AWS solutions.