The Role
Leads the design, development, deployment, and support of Amazon Connect healthcare contact center solutions. Builds contact flows, IVR, routing, conversational AI, serverless integrations, automation, monitoring, and production support capabilities using AWS services. Partners with healthcare, compliance, QA, operations, and business teams to deliver secure, HIPAA-aligned solutions. Responsibilities include legacy platform migration, incident response, root cause analysis, CI/CD, infrastructure as code, documentation, mentoring, and technical leadership.
Summary Generated by Built In
About Brillio:
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.
Consultant
Primary Skills
- AWS Elastic Beanstalk, AWS Lambda, Amazon CloudFront, Amazon API Gateway, AWS Step Function
Job requirements
- 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, mentoring, code reviews, and guidance to engineers working on Amazon Connect and AWS contact center solutions. Required Qualifications
- 10+ years of experience in systems engineering, cloud engineering, contact center engineering, or application integration roles.
- 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 developing serverless integrations and automation using Python, Node.js, Java, or similar programming languages.
- Experience with contact center technologies, telephony concepts, SIP, IVR, ACD routing, call recording, call transfers, callback, and queue management.
- Experience integrating Amazon Connect with enterprise systems such as CRM, claims platforms, eligibility systems, knowledge bases, workforce management tools, reporting platforms, or data warehouses.
- Strong understanding of production support practices, monitoring, alerting, incident management, root cause analysis, and change management.
- Ability to create clear technical documentation and communicate complex technical concepts to business and technical stakeholders.
- Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related discipline, or equivalent professional experience. Preferred Qualifications
- Experience supporting healthcare payer, provider, pharmacy benefit management, or managed care contact center environments.
- Knowledge of HIPAA, PHI handling, PCI considerations, security controls, audit logging, and healthcare compliance expectations.
- Experience with Amazon Connect Contact Lens, Amazon Connect Cases, Customer Profiles, Amazon Q in Connect, Amazon Transcribe, Amazon Comprehend, Amazon Athena, and QuickSight.
- Experience with CRM integrations such as Salesforce, ServiceNow, Microsoft Dynamics, or custom healthcare platforms.
- Experience with automation frameworks, CI/CD pipelines, infrastructure as code, automated testing, and deployment governance.
- AWS certifications such as AWS Certified Solutions Architect, AWS Certified Developer, AWS Certified SysOps Administrator, or AWS Certified DevOps Engineer.
- Experience leading offshore/onshore delivery teams and coordinating complex releases across multiple business groups.
- Healthcare Domain Expectations
- Understand the importance of secure, reliable, and compliant communication channels for members, patients, providers, brokers, and care teams.
- Design solutions that support high-volume seasonal demand, including open enrollment, claims spikes, prior authorization activity, care management outreach, and service disruption scenarios.
- Ensure IVR and routing designs improve caller experience, reduce transfers, support accessibility, and provide accurate self-service options.
- Collaborate with compliance, privacy, security, and operations teams to ensure PHI is protected across prompts, call recordings, transcripts, logs, integrations, and reporting pipelines.
- Support operational reporting and analytics that help business teams monitor service levels, abandonment, containment, first-call resolution, agent productivity, and customer experience trends. Key Competencies
- Technical leadership and ownership
- Cloud-native engineering mindset
- Strong analytical and troubleshooting skills
- Healthcare compliance awareness
- Effective communication with business and technology stakeholders
- Ability to balance scalability, security, reliability, cost, and speed of delivery
- Mentoring and collaboration across distributed teams
Amazon Connect Developer - Healthcare Contact Center Technology
Role Summary
Know more about Brillio : https://www.brillio.com/join-us/
PPE: https://www.brillio.com/platform-and-product-engineering/
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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Skills Required
- 10+ years of experience in systems engineering, cloud engineering, contact center engineering, or application integration roles.
- 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 developing serverless integrations and automation using Python, Node.js, Java, or similar programming languages.
- Experience with contact center technologies, telephony concepts, SIP, IVR, ACD routing, call recording, call transfers, callback, and queue management.
- Experience integrating Amazon Connect with enterprise systems such as CRM, claims platforms, eligibility systems, knowledge bases, workforce management tools, reporting platforms, or data warehouses.
- Strong understanding of production support practices, monitoring, alerting, incident management, root cause analysis, and change management.
- Ability to create clear technical documentation and communicate complex technical concepts to business and technical stakeholders.
- Bachelor's degree in Computer Science, Information Technology, Engineering, or a related discipline, or equivalent professional experience.
- Experience supporting healthcare payer, provider, pharmacy benefit management, or managed care contact center environments.
- Knowledge of HIPAA, PHI handling, PCI considerations, security controls, audit logging, and healthcare compliance expectations.
- Experience with Amazon Connect Contact Lens, Amazon Connect Cases, Customer Profiles, Amazon Q in Connect, Amazon Transcribe, Amazon Comprehend, Amazon Athena, and QuickSight.
- Experience with CRM integrations such as Salesforce, ServiceNow, Microsoft Dynamics, or custom healthcare platforms.
- Experience with automation frameworks, CI/CD pipelines, infrastructure as code, automated testing, and deployment governance.
- AWS certification such as AWS Certified Solutions Architect, AWS Certified Developer, AWS Certified SysOps Administrator, or AWS Certified DevOps Engineer.
- Experience leading offshore/onshore delivery teams and coordinating complex releases across multiple business groups.
Brillio Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Brillio and has not been reviewed or approved by Brillio.
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Healthcare Strength — Healthcare is considered comprehensive, including medical coverage for employees and dependents alongside life, disability, and accidental death protections. Feedback suggests these protections are a core strength of the package.
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Leave & Time Off Breadth — Time-off options include paid leave and parental leave, with flexible or ‘flexible PTO’ approaches cited in some contexts. Feedback suggests this breadth helps support work-life balance when team norms permit usage.
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Wellbeing & Lifestyle Benefits — Wellbeing offerings span counseling, financial-management sessions, fitness programs, and travel insurance, plus region-specific extras like discounted IT hardware and work-from-home essentials. Feedback suggests these add-ons enhance perceived value beyond core insurance.
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The Company
What We Do
Brillio is the leader in global digital business transformation, applying technology with a human touch. We help businesses define internal and external transformation objectives, and translate those objectives into actionable market strategies using proprietary technologies. With 2600+ experts and 13 offices worldwide, Brillio is the ideal partner for enterprises that want to quickly increase their core business productivity, and achieve a competitive edge, with the latest digital solutions.
