NWN is the leading AI-powered technology solutions provider for North America's most innovative public and private organizations. For more than 30 years, NWN has helped over 5,000 CIOs deliver technology modernization programs with its Intelligent Workplace, Customer Experience (CX), Managed Devices, Cybersecurity and Public Safety, Connectivity, and Intelligent Cloud solutions. The company's proprietary Experience Management Platform ensures seamless service delivery, real-time observability and improved efficiency for its clients' most demanding technology needs. NWN is a high-performance, high-integrity team of 1,000+ experts committed to a customer-obsessed culture, earning a 75 Customer Net Promoter Score. The company has been recognized with hundreds of industry awards and is proud to be a 'Best Place to Work' with an 86 Employee Net Promoter Score. For more information, visit: NWN.ai.

Solution Architect, Enterprise Contact Center

The Solution Architect will be responsible for leading the design, deployment, and support of large-scale enterprise contact center technologies in healthcare and public sector environments. This role focuses on modern, cloud-based platforms such as Amazon Connect, Cisco UCCE, Verint, Calabrio, and Salesforce, supporting high-volume customer service operations across CalHEERS, CalSAWS, and other state-based health systems.

Key Responsibilities

• Architect and manage enterprise contact center environments, delivering scalable, cloud-native solutions to support millions of customer interactions.
• Implement and maintain real-time and post-call transcription and speech analytics solutions, leveraging Amazon Contact Lens, Verint QM, and related tools; ensure integration of transcription outputs with CRM and eligibility systems such as Salesforce and CalHEERS.
• Provide expertise in multi-party call management, resolving issues related to conferencing, routing, latency, and session management in VoIP and cloud telephony environments.
• Oversee system integration and data flow between contact center platforms and downstream applications (Salesforce, CalHEERS), ensuring accurate capture of calls, transcripts, and agent notes.
• Ensure security and compliance of contact center operations by designing solutions that meet HIPAA, PII/PHI, and state security requirements, including call recording, transcription, and retention frameworks.
• Lead incident and vendor management activities, coordinating cross-team troubleshooting sessions, managing vendor escalations, and driving timely resolution of service disruptions and contact center defects.
• Collaborate with cross-functional development, QA, and operations teams to align contact center solutions with enterprise architecture standards and data governance policies.

Role Qualifications and Requirements

Qualifications

• 15+ years of progressive experience in enterprise contact center technologies, with a focus on cloud-based platforms such as Amazon Connect and Cisco UCCE.
• Hands-on experience with transcription and analytics integration into CRM/health exchange systems.
• Proven track record in multi-party call troubleshooting, system integration, and data reconciliation across eligibility and enrollment systems.
• Strong understanding of HIPAA, PII/PHI, and state compliance frameworks for healthcare and government contact center operations.
• Demonstrated ability to lead cross-team war rooms and vendor escalations to restore service quality and maintain system uptime.

NWN Carousel is an Equal Opportunity Employer: NWN Carousel provides equal employment opportunity to all employees and applicants for employment free from unlawful discrimination based on race, color, religion, gender, age, national origin, disability, veteran status, marital status, sexual orientation or any other status or condition protected by local, state or federal law.

At NWN Carousel, we provide a comprehensive benefits package to support your well-being in and out of work. This includes medical, dental, and vision plans, Health Savings Account (HSA) and Flexible Spending Accounts (FSAs), income protection through disability and life insurance, and a 401(k) with company match. Enjoy unlimited PTO, paid company holidays, hybrid/remote work, paid bonding leave for eligible employees, employee discounts, and access to our Employee Assistance Program (EAP). Additional offerings include accident, critical illness, and hospital indemnity coverages, legal and identity theft protection, pet insurance, supplemental life insurances, referral bonuses, charitable donation matching, and allowances for eligible roles. Join a team that values the health and wellbeing of all our employees!

All offers of employment at NWN Carousel are contingent upon the successful completion of a comprehensive background check. This process ensures a safe and secure work environment for all employees.