Amazon Connect Developer- R

• AWS Elastic Beanstalk AWS Lambda Amazon CloudFront Amazon API Gateway AWS Step Function

Amazon Connect Developer - Healthcare Contact Center Technology

• The Lead Systems Engineer Amazon Connect will be responsible for designing implementing optimizing and supporting cloud-based contact center solutions for healthcare payer and provider environments. This role requires deep hands-on experience with Amazon Connect and related AWS services along with the ability to translate business operational compliance and patient/member experience requirements into scalable secure and reliable contact center solutions.
• The ideal candidate will lead technical delivery across contact flows IVR routing conversational AI automation integrations monitoring and production support. The role will partner closely with business stakeholders product owners architects developers QA teams operations and compliance teams to modernize contact center capabilities while ensuring high availability regulatory alignment and operational excellence.

• Lead the design development configuration and deployment of Amazon Connect-based contact center solutions for healthcare operations.
• Build and maintain contact flows IVR logic routing profiles queues hours of operation quick connects callback flows emergency messaging holiday routing and dynamic messaging.
• Develop and support integrations using AWS Lambda Amazon Lex Amazon DynamoDB Amazon S3 Amazon Kinesis Amazon CloudWatch and other AWS services.
• Design conversational AI and self-service experiences using Amazon Lex to improve caller containment reduce agent workload and enhance member and patient experience.
• Implement custom business logic and automation using AWS Lambda functions written in Python or Java.
• Support migration from legacy contact center platforms such as Avaya Cisco to Amazon Connect.
• Partner with healthcare business teams to understand member services provider services claims eligibility prior authorization pharmacy and care management workflows.
• Ensure that contact center solutions support healthcare compliance needs including HIPAA-aligned handling of PHI secure data exchange auditability and access controls.
• Create and maintain technical design documents deployment runbooks operational procedures troubleshooting guides and knowledge transfer materials.
• Lead issue triage root cause analysis performance tuning incident response and post-production stabilization for Amazon Connect environments.
• Collaborate with QA teams to validate call routing IVR prompts integrations data lookups failover behavior reporting and end-to-end customer journeys.
• Contribute to CI/CD automation infrastructure as code release governance and environment management using tools such as Terraform CloudFormation Git and Jenkins or similar platforms.
• Provide technical leadership mentoring code reviews and guidance to engineers working on Amazon Connect and AWS contact center solutions.

• 10 years of experience in systems engineering cloud engineering contact center engineering or application integration roles.
• 3 years of hands-on experience designing building and supporting Amazon Connect solutions.
• Strong knowledge of Amazon Connect components including contact flows queues routing profiles users security profiles hours of operation prompts attributes CTRs and real-time metrics.
• Hands-on experience with AWS Lambda Amazon Lex Amazon DynamoDB Amazon CloudWatch and Amazon S3.
• Experience developing serverless integrations and automation using Python Java or similar programming languages.
• Experience with contact center technologies telephony concepts SIP IVR ACD routing call recording call transfers callback and queue management.
• Experience integrating Amazon Connect with enterprise systems such as CRM claims platforms eligibility systems knowledge bases workforce management tools reporting platforms or data warehouses.
• Strong understanding of production support practices monitoring alerting incident management root cause analysis and change management.
• Ability to create clear technical documentation and communicate complex technical concepts to business and technical stakeholders.
• Bachelors degree in Computer Science Information Technology Engineering or a related discipline or equivalent professional experience.

• Experience supporting healthcare payer provider pharmacy benefit management or managed care contact center environments.
• Knowledge of HIPAA PHI handling PCI considerations security controls audit logging and healthcare compliance expectations.
• Experience with Amazon Connect Contact Lens Amazon Connect Cases Customer Profiles Amazon Q in Connect Amazon Transcribe Amazon Comprehend Amazon Athena and QuickSight.
• Experience with CRM integrations such as Salesforce ServiceNow Microsoft Dynamics or custom healthcare platforms.
• Experience with automation frameworks CI/CD pipelines infrastructure as code automated testing and deployment governance.
• AWS certifications such as AWS Certified Solutions Architect AWS Certified Developer AWS Certified SysOps Administrator or AWS Certified DevOps Engineer.
• Experience leading offshore/onshore delivery teams and coordinating complex releases across multiple business groups.
• Healthcare Domain Expectations
• Understand the importance of secure reliable and compliant communication channels for members patients providers brokers and care teams.
• Design solutions that support high-volume seasonal demand including open enrollment claims spikes prior authorization activity care management outreach and service disruption scenarios.
• Ensure IVR and routing designs improve caller experience reduce transfers support accessibility and provide accurate self-service options.
• Collaborate with compliance privacy security and operations teams to ensure PHI is protected across prompts call recordings transcripts logs integrations and reporting pipelines.
• Support operational reporting and analytics that help business teams monitor service levels abandonment containment first-call resolution agent productivity and customer experience trends.

• Technical leadership and ownership
• Cloud-native engineering mindset
• Strong analytical and troubleshooting skills
• Healthcare compliance awareness
• Effective communication with business and technology stakeholders
• Ability to balance scalability security reliability cost and speed of delivery
• Mentoring and collaboration across distributed teams