Application Architect L1(Contract)
Louisville, KY - USA
Job Summary
Position Summary
The CCaaS Solution Architect will lead the design and modernization of 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
Contact Center and Customer Experience architecture experience.
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.
Preferred Qualifications
Amazon Connect Specialty Certifications.
Google Cloud Professional Cloud Architect Certification.
Healthcare domain experience including:
o Member Services
o Provider Services
o Claims
o Prior Authorization.
Care Management.
Required Experience:
Staff IC
About Company
As a global leader, Wipro blends consulting and AI expertise across design, engineering and operations to accelerate business transformation and deliver future-ready technology.