5 days ago
Responsibilities
- Design, develop, configure, deploy, optimize, and support Amazon Connect 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 serverless integrations and automation using AWS Lambda, Amazon Lex, Amazon DynamoDB, Amazon S3, Amazon Kinesis, Amazon CloudWatch, and other AWS services.
- Design conversational AI and self-service experiences with Amazon Lex.
- Support migrations from legacy platforms such as Avaya and Cisco to Amazon Connect.
- Integrate contact centers with CRM, claims, eligibility, knowledge base, workforce management, reporting, and data warehouse systems.
- Ensure HIPAA-aligned handling of PHI, secure data exchange, auditability, access controls, and healthcare compliance.
- Create technical designs, deployment runbooks, operational procedures, troubleshooting guides, and knowledge-transfer materials.
- Lead issue triage, root cause analysis, performance tuning, incident response, monitoring, and post-production stabilization.
- Collaborate with QA teams to validate routing, IVR prompts, integrations, failover, reporting, and end-to-end customer journeys.
- Contribute to CI/CD automation, infrastructure as code, release governance, and environment management.
- Provide technical leadership, mentoring, code reviews, and guidance to engineers.
Requirements
- 10+ years of experience in systems engineering, cloud engineering, contact center engineering, or application integration roles.
- At least 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 with serverless integrations and automation using Python, Node.js, Java, or similar programming languages.
- Experience with contact center technologies, telephony, SIP, IVR, ACD routing, call recording, call transfers, callbacks, and queue management.
- Experience integrating Amazon Connect with enterprise and healthcare systems.
- Understanding of production support, monitoring, alerting, incident management, root cause analysis, and change management.
- Ability to create clear technical documentation and communicate complex concepts to business and technical stakeholders.
- Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related discipline, or equivalent professional experience.
- Preferred experience in healthcare payer, provider, pharmacy benefit management, or managed care contact centers.
- Preferred knowledge of HIPAA, PHI handling, PCI considerations, security controls, audit logging, and healthcare compliance.
- Preferred experience with Amazon Connect Contact Lens, Amazon Connect Cases, Customer Profiles, Amazon Q in Connect, Amazon Transcribe, Amazon Comprehend, Amazon Athena, and QuickSight.
- Preferred experience with Salesforce, ServiceNow, Microsoft Dynamics, automation frameworks, CI/CD pipelines, infrastructure as code, automated testing, and deployment governance.
- AWS certifications and experience leading distributed delivery teams and complex releases are preferred.
About Brillio
Brillio is a privately held digital engineering and enterprise AI services firm that helps Fortune 1000 companies modernize products, data, and infrastructure. It combines consulting and managed services with an accelerator platform (ADAM) across cloud, AI, data engineering, customer experience, and infrastructure workstreams. Founded in 2014 and headquartered in Dallas, it operates delivery centers across North America, Europe, and Asia, with focus areas that include healthcare and life sciences.