about 10 hours ago
St. Louis, MO, USAStaff+
Responsibilities
- Drive conversations with business stakeholders to identify goals and pain points.
- Translate business needs into clear technical requirements for development teams.
- Act as a trusted point of contact for both business and IT teams.
- Facilitate design reviews and consensus-building across competing priorities.
- Own the end-to-end architecture of the Amazon Connect contact center.
- Design IVR/IVA and contact flows optimized for self-service.
- Architect caller authentication and identity verification flows.
- Oversee integration with healthcare enterprise systems.
- Design for HIPAA and PHI/PII protection.
- Establish monitoring and define key performance indicators.
Requirements
- 10+ years of overall IT experience with customer-facing solutions.
- 4–6+ years in AWS cloud/solution architecture.
- 3+ years hands-on experience with Amazon Connect in production environments.
- Healthcare contact center experience is required.
- Demonstrated experience improving authentication and self-service metrics.