Web IT Healthcare Amazon Connect

Web IT Healthcare Amazon Connect

  • Skills: AWS Certified Solutions Architect preferred, experience with conversational AI/chatbot design, familiarity with healthcare data standards
  • Location: Remote
  • Experience: 10+ years
  • Work Type: Remote
Job Description:
Amazon Connect | Member, Provider & Self-Service Experience
Business–IT Bridge – Authentication, Self-Service & Containment Focus
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 customer's 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.
Back to blog

Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...