Amazon Connect Developer- R01570794

About Brillio :

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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.
Consultant
Primary Skills
- AWS Elastic Beanstalk, AWS Lambda, Amazon CloudFront, Amazon API Gateway, AWS Step Function

Job requirements

Amazon Connect Developer - Healthcare Contact Center Technology

Role Summary

- The Lead Systems Engineer – Amazon Connect will be responsible for designing, implementing, optimizing, and supporting cloud-based contact center solutions for healthcare payer and provider environments. This role requires deep hands-on experience with Amazon Connect and related AWS services, along with the ability to translate business, operational, compliance, and patient/member experience requirements into scalable, secure, and reliable contact center solutions.

- The ideal candidate will lead technical delivery across contact flows, IVR routing, conversational AI, automation, integrations, monitoring, and production support. The role will partner closely with business stakeholders, product owners, architects, developers, QA teams, operations, and compliance teams to modernize contact center capabilities while ensuring high availability, regulatory alignment, and operational excellence.

Key Responsibilities

- Lead the design, development, configuration, and deployment of Amazon Connect-based 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 and support integrations using AWS Lambda, Amazon Lex, Amazon DynamoDB, Amazon S3, Amazon Kinesis, Amazon CloudWatch, and other AWS services.

- Design conversational AI and self-service experiences using Amazon Lex to improve caller containment, reduce agent workload, and enhance member and patient experience.

- Implement custom business logic and automation using AWS Lambda functions written in Python, Node.js, or Java.

- Support migration from legacy contact center platforms such as Avaya, Cisco to Amazon Connect.

- Partner with healthcare business teams to understand member services, provider services, claims, eligibility, prior authorization, pharmacy, and care management workflows.

- Ensure that contact center solutions support healthcare compliance needs, including HIPAA-aligned handling of PHI, secure data exchange, auditability, and access controls.

- Create and maintain technical design documents, deployment runbooks, operational procedures, troubleshooting guides, and knowledge transfer materials.

- Lead issue triage, root cause analysis, performance tuning, incident response, and post-production stabilization for Amazon Connect environments.

- Collaborate with QA teams to validate call routing, IVR prompts, integrations, data lookups, failover behavior, reporting, and end-to-end customer journeys.

- Contribute to CI/CD automation, infrastructure as code, release governance, and environment management using tools such as Terraform, CloudFormation, Git, and Jenkins or similar platforms.

- Provide technical leadership,