Technical Manager AWS Connect Contact Center Migration

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.

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:

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.

To know more about Brillio PPE:

Why should you apply for this role?

Brillio partners with clients on all parts of their cloud journey right from decision-making to deployment, helping modernize and migrate existing infrastructure into secure, multi-cloud environments, seamlessly

Equal Employment Opportunity Declaration

Brillio is an equal opportunity employer to all, regardless of age ancestry, color, 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.