DEVELOPER L4(CONTRACT)

Position Summary: The CCaaS Solution Architect will lead the design and modernization of a contact center platform leveraging Amazon Connect and/or Google Customer Engagement Suite (GECX). The role is responsible for defining target architecture, customer experience transformation roadmap, integration strategy, security compliance, and AI-enabled contact center capabilities.

Key Responsibilities: Lead end-to-end CCaaS solution architecture for Amazon Connect and Google GECX implementations. Define architecture for Voice, Chat, SMS, Email, Virtual Agent, Agent Assist, and Workforce Optimization capabilities. Design integrations with CRM, Member Services, Provider Services, Claims, Eligibility, and backend healthcare platforms. Architect AI-powered solutions including: Intelligent Virtual Agents (IVA), Conversational AI, Agent Assist, Knowledge Management, Real-time transcription and analytics. Design API-led architecture and cloud-native integration frameworks. Ensure HIPAA, CMS, and healthcare compliance requirements are incorporated into the solution. Collaborate with business stakeholders, product owners, and engineering teams. Lead architecture governance and technology evaluation.

Required Skills: 10+ years of Contact Center and Customer Experience architecture experience.3+ years working with Amazon Connect and/or Google GECX.Experience with: Amazon Lex, AWS Lambda, Amazon Connect Contact Flows, Google Dialogflow CX, Google CCAI, Agent Assist, Conversational AI.Strong API and integration architecture expertise. Cloud experience in AWS and Google Cloud Platform. Knowledge of healthcare payer operations.

Preferred Qualifications: Amazon Connect Specialty Certifications. Google Cloud Professional Cloud Architect Certification. Healthcare domain experience including: Member Services, Provider Services, Claims, Prior Authorization, Care Management. Mandatory Skills: Amazon Connect Communication.

Experience: 5-8 Years. The expected compensation for this role ranges from $60,000 to $135,000. Final compensation will depend on various factors, including your geographical location, minimum wage obligations, skills, and relevant experience. Based on the position, the role is also eligible for Wipro's standard benefits including a full range of medical and dental benefits options, disability insurance, paid time off (inclusive of sick leave), other paid and unpaid leave options. Wipro provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Applications from veterans and people with disabilities are explicitly welcome.