Technical Manager
Job Summary: We are seeking a Technical Manager to oversee the end-to-end migration of a healthcare payer s AVAYA contact center into AWS Connect. This role involves managing technical teams, coordinating workstreams (call flows, authentication, chat, voice), and ensuring the successful implementation of AWS Connect solutions within a regulated healthcare environment.
Key Responsibilities:
Project & Workstream Management:
o Lead cross-functional teams in migrating AVAYA to AWS Connect, ensuring adherence to timelines and budget.
o Oversee multiple workstreams, including call flow transfers, authentication, chat, voice, and AWS Connect ecosystem configuration.
o Work closely with business analysts, architects, security teams, and cloud engineers to ensure alignment with business objectives.
Technical Oversight & Execution:
o Ensure AWS Connect configurations meet business requirements for call routing, IVR, agent workflow, and analytics.
o Drive implementation of AI-driven chatbots, voice authentication, and contact center automation.
o Supervise integration with CRM platforms (Salesforce, ServiceNow), authentication tools, and workforce management solutions.
Stakeholder & Vendor Coordination:
o Serve as a liaison between business teams, IT leadership, and cloud engineers.
o Coordinate with AWS, Avaya, and third-party vendors for smooth migration and support.
o Provide technical updates, risk assessments, and mitigation strategies to senior leadership.
Security, Compliance & Best Practices:
o Ensure solutions comply with HIPAA, PCI DSS, HITRUST, and other healthcare payer regulations.
o Implement governance frameworks and best practices for AWS cost management, security, and reliability.
o Define SLA metrics and performance benchmarks for the contact center migration.
Required Skills & Experience:
- 8+ years in IT management, with at least 3+ years overseeing AWS Connect or cloud-based contact center migrations.
- Experience in managing large-scale Avaya contact center migrations to AWS or other cloud platforms.
- Strong expertise in Amazon Connect, IVR, call flows, workforce management, and analytics.
- Knowledge of authentication mechanisms (OAuth, SAML, MFA) and integration with enterprise CRM solutions.
- Familiarity with HIPAA, HITRUST, PCI DSS, and compliance-driven environments.
- AWS Certifications (e.g., AWS Certified Solutions Architect Associate, AWS Certified Security Specialty) preferred.
o Define strategies for omnichannel engagement, including SMS, email, chat, and voice.
Integration & Security:
o Collaborate with security teams to implement identity verification, authentication mechanisms (OAuth, SAML, MFA), and role-based access controls.
o Integrate AWS Connect with existing CRM (Salesforce, ServiceNow, or custom EMR) and workforce management tools.
o Ensure compliance with PCI DSS and HIPAA for secure transactions.
Performance Optimization & Governance:
o Define monitoring strategies using CloudWatch, AWS X-Ray, and Kinesis Analytics.
o Provide best practices for cost optimization and fault tolerance. o Establish governance frameworks to standardize deployments across regions and business units.
Required Skills & Experience:
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.