Position: CCaaS Solution Architect / CCaaS Developer
Location: Louisville, Kentucky (Hybrid)
Summary:
- The CCaaS Solution Architect will lead the design and modernization of client’s contact 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.
Looking forward for your reply.
Ccaas Solution Architect / Ccaas Developer in louisville at Unknown Company
This position is listed as full time and hybrid.