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
...fast response, high-quality work, and commitment to helping customers recover when they need it most. We are seeking a Rug & Upholstery Cleaning Technician to perform professional cleaning services on rugs, carpets, and upholstered furniture, ensure quality work on...
...financial charts of accounts, and corporate procedures. Property accounting experience preferred but not required. Experience with Yardi software preferred but not required. Physical Demands: The physical demands described here are representative of those that must...
...Sound Designer Bring some of the internet's best B2B podcasts to life! Work on amazing and varied shows, with a kind and supportive global team. Lower Street is a podcasting company that works with agencies, consultants, and enterprise companies to make truly...
...Job Description Job Description Growing healthcare system is seeking an Internal Medicine Physician in the Denver Colorado area! FOR MORE INFORMATION: Raymond Stiles - NOWHealthcare (***) ***-**** ****@*****.*** About the Group: Hospital...
...OverviewThis candidate will work as part of the CHS global mechanical... ..., including 3D CAD models, assemblies, and manufacturing drawings.... ...of mechanical design in the electronics industry.5+ years 3D solid... ...support your success at work, at home, and at play. Your recruiter...