AWS Connect Technical Architect - R01546614

Brillio is one of the fastest growing digital technology service providers and a partner of choice for many Fortune 1000 companies seeking to turn disruption into a competitive advantage through innovative digital adoption. Brillio, renowned for its world-class professionals, referred to as "Brillians", distinguishes itself through their capacity to seamlessly integrate cutting-edge digital and design thinking skills with an unwavering dedication to client satisfaction.

Brillio takes pride in its status as an employer of choice, consistently attracting the most exceptional and talented individuals due to its unwavering emphasis on contemporary, groundbreaking technologies, and exclusive digital projects. Brillio's relentless commitment to providing an exceptional experience to its Brillians and nurturing their full potential consistently garners them the Great Place to Work® certification year after year.

 

·       We are looking for a Technical Architect to lead the migration of a large healthcare payer’s AVAYA contact center into AWS Connect. The ideal candidate will be responsible for designing the overall architecture, ensuring seamless integration of voice, chat, authentication, and call flow functionalities, and optimizing the AWS Connect ecosystem to support enterprise-level operations.

·       Design and architect AWS Connect-based contact center solutions, ensuring scalability, security, and compliance with healthcare regulations (e.g., HIPAA).

·       Define architecture for call flows, authentication mechanisms, IVR, voice/chat use cases, and integration with third-party applications.

·       Provide guidance on AI/ML-driven enhancements such as Amazon Lex for conversational interfaces.

·       Define migration strategies from AVAYA to AWS Connect, ensuring minimal service disruption.

·       Oversee the configuration of SIP trunking, Lambda functions, Amazon Kinesis, S3, and DynamoDB for real-time and historical analytics.

·       Define strategies for omnichannel engagement, including SMS, email, chat, and voice.

·       Collaborate with security teams to implement identity verification, authentication mechanisms (OAuth, SAML, MFA), and role-based access controls.

·       Integrate AWS Connect with existing CRM (Salesforce, ServiceNow, or custom EMR) and workforce management tools.

·       Ensure compliance with PCI DSS and HIPAA for secure transactions.

·       Define monitoring strategies using CloudWatch, AWS X-Ray, and Kinesis Analytics.

·       Provide best practices for cost optimization and fault tolerance.

·       Establish governance frameworks to standardize deployments across regions and business units.

·       10+ years in IT architecture with at least 5 years designing cloud-based contact center solutions.

·       Deep expertise in AWS services, particularly Amazon Connect, Lambda, S3, Kinesis, DynamoDB, and Lex.

·       Experience with CTI (Computer Telephony Integration) and integrating AWS Connect with CRM and authentication services.

·       Strong understanding of AVAYA contact centers, SIP trunking, call routing, and voice analytics.

·       Familiarity with healthcare industry regulations (HIPAA, HITRUST) and security frameworks.

·       Experience working in agile and DevOps environments.

·       AWS certifications (e.g., AWS Certified Solutions Architect – Professional, AWS Certified Security – Specialty) preferred.

Equal Employment Opportunity Declaration

Brillio is an equal opportunity employer to all, regardless of age, ancestry, colour, disability (mental and physical), exercising the right to family care and medical leave, gender, gender expression, gender identity, genetic information, marital status, medical condition, military or veteran status, national origin, political affiliation, race, religious creed, sex (includes pregnancy, childbirth, breastfeeding, and related medical conditions), and sexual orientation. 

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