Contact Center Architect

Momento USA is a global technology consulting talent acquisition and creative development firm that addresses clients most pressing needs and challenges. We are currently looking for a Contact Center Architect.

Role : Contact Center Architect

Contact Center Architect Healthcare

Amazon Connect Member Provider & Self-Service Experience

Business IT Bridge Authentication Self-Service & Containment Focus

Location: Remote

Role Summary

• We are seeking a hands-on business-savvy Contact Center Architect to own the end-to-end design of our healthcare contact center on Amazon Connect spanning member provider and self-service experiences. This is not a backroom engineering role. The person we are looking for is the connective tissue between the business and IT - a trusted advisor who can sit with operations product compliance and member-experience leaders understand what they are truly trying to achieve and translate that into a resilient secure measurable technical architecture that the development teams can build with confidence.
• The ideal candidate is a genuine jack of all trades: equally comfortable whiteboarding a contact flow with a business sponsor debating IAM and PHI handling with security and pairing with developers on a Lambda integration. Above all they earn trust quickly on both sides of the house - the business believes this person understands their world and IT believes this person understands theirs.

What You Will Own

Business Partnership & Discovery (the bridge role)

• Drive the conversation with the business - lead working sessions with operations member/provider experience product and compliance stakeholders to surface goals pain points and the why behind every requirement.
• Bridge business and IT - translate business intent into clear technical requirements for development teams and translate technical constraints and trade-offs back into language the business can act on.
• Earn and keep trust - act as the single credible point of contact who both sides rely on; embrace the customers perspective and represent it faithfully throughout delivery.
• Facilitate decisions - run design reviews build consensus across competing priorities and keep initiatives moving without losing either business value or technical integrity.

Contact Center Architecture (Amazon Connect)

• Own the end-to-end architecture of the Amazon Connect contact center across member provider and self-service journeys.
• Design IVR / IVA and contact flows routing strategies queueing and omnichannel (voice chat callback) experiences optimized for self-service and containment.
• Architect caller authentication and identity flows - including data-driven verification integration with member/provider systems of record and secure handling of PHI/PII.
• Design conversational self-service using Amazon Lex Polly and Transcribe with a clear strategy for deflection containment and graceful escalation to agents.
• Drive modernization from legacy contact center platforms (e.g. Avaya Genesys) where applicable.

Development & Integration

• Oversee integration with healthcare enterprise systems - core administrative/claims platforms member and provider data CRM (Salesforce ServiceNow) and third-party identity or eligibility services.
• Architect serverless event-driven solutions using AWS Lambda API Gateway DynamoDB S3 and Kinesis.
• Partner hands-on with developers - set design standards review implementations and unblock the team rather than throwing designs over the wall.

Security Compliance & Governance (Healthcare)

• Design for HIPAA and PHI/PII protection - define IAM encryption (in transit and at rest) least-privilege access and audit/logging controls appropriate to a regulated healthcare environment.
• Ensure compliance with organizational and regulatory standards conduct design reviews and risk assessments.

Operations & Optimization

• Establish monitoring logging and alerting (e.g. CloudWatch) and define the KPIs that matter - authentication rate self-service / containment rate average handle time and deflection.
• Lead root-cause analysis and continuous improvement; turn contact center analytics into prioritized action.
• Apply Infrastructure as Code (CloudFormation / Terraform) and CI/CD practices for repeatable reliable deployments.

Required Experience & Skills

Experience

• 10 years of overall IT experience with a track record of delivering customer-facing solutions.
• 4 6 years in AWS cloud / Solution Architecture.
• 3 years hands-on with Amazon Connect in production environments.
• Healthcare contact center experience is required - direct exposure to member provider and self-service journeys (payer provider PBM or health-services setting).
• Demonstrated experience improving authentication self-service and/or containment metrics in a contact center.

Technical Skills

• Amazon Connect ecosystem: Connect Lex Polly Transcribe Contact Lens.
• AWS services: Lambda API Gateway DynamoDB S3 Kinesis Redshift Athena.
• IVR/IVA design telephony and CTI integration.
• Caller authentication / identity verification patterns and secure PHI/PII handling.
• CRM and enterprise integration (Salesforce ServiceNow and healthcare core systems).
• Infrastructure as Code (CloudFormation / Terraform) CloudWatch and CI/CD.

Communication & Leadership (critical to this role)

• Communication is as important as technical depth for this position. This person spends as much time in front of business stakeholders as in architecture diagrams and will be evaluated on their ability to build trust and alignment across very different audiences.
• Exceptional verbal and written communication - able to explain complex technical concepts simply to non-technical stakeholders and to capture business needs precisely for technical teams.
• Strong facilitation stakeholder management and consensus-building skills.
• Credibility and presence to be trusted by both business leaders and engineering teams.
• Analytical problem-solving mindset with a bias toward measurable outcomes.
• Leadership and mentoring capability for development teams.

Preferred Qualifications

• AWS Certified Solutions Architect (Associate or Professional).
• Experience with conversational AI / chatbot and virtual-agent design.
• Familiarity with healthcare data and interoperability standards (e.g. HIPAA HL7/FHIR) and eligibility/benefits flows.
• Experience with analytics and reporting tools such as QuickSight and Contact Lens for contact center performance.

Thanks

Samuel Brown

Momento USA Exceeding Customer Expectations

440 Benigno Blvd Unit#A 2nd Floor. Bellmawr NJ 08031

Interstate Business Park

Tel : Direct: / Extn 1020

Email: Web:

Note: Momento USA is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race color religion sex pregnancy sexual orientation gender identity national origin age protected veteran status or disability status.