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Technical Manager – AWS Connect Contact Center Migration
Primary Skills
- 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 successful implementation of AWS Connect solutions within a regulated healthcare environment.
Job requirements
Technical Manager – AWS Connect Contact Center Migration
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 successful implementation of AWS Connect solutions within a regulated healthcare environment.
Key Responsibilities:
Project & Workstream Management:
- Lead cross-functional teams in migrating AVAYA to AWS Connect, ensuring adherence to timelines and budget.
- Oversee multiple workstreams, including call flow transfers, authentication, chat, voice, and AWS Connect ecosystem configuration.
- Work closely with business analysts, architects, security teams, and cloud engineers to ensure alignment with business objectives.
Technical Oversight & Execution:
- Ensure AWS Connect configurations meet business requirements for call routing, IVR, agent workflow, and analytics.
- Drive implementation of AI-driven chatbots, voice authentication, and contact center automation.
- Supervise integration with CRM platforms (Salesforce, ServiceNow), authentication tools, and workforce management solutions.
Stakeholder & Vendor Coordination:
- Serve as a liaison between business teams, IT leadership, and cloud engineers.
- Coordinate with AWS, Avaya, and third-party vendors for smooth migration and support.
- Provide technical updates, risk assessments, and mitigation strategies to senior leadership.
Security, Compliance & Best Practices:
- Ensure solutions comply with HIPAA, PCI DSS, HITRUST, and other healthcare payer regulations.
- Implement governance frameworks and best practices for AWS cost management, security, and reliability.
- Define SLA metrics and performance benchmarks for the contact center migration.
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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Last updated on Feb 7, 2025