Lead Solutions CX Analyst

Temple Health • Philadelphia, PA

1h

About The Position

The Lead Amazon Connect Solutions Analyst is the primary technical owner and business analyst for Temple Health's enterprise Amazon Connect platform. The role partners with operational, clinical, and technical stakeholders to design, implement, optimize, and support AI-powered patient engagement solutions. Working alongside the Senior Manager, Customer Experience Systems, the Lead Analyst translates business requirements into scalable Amazon Connect solutions and progressively reduces the organization's reliance on external consulting resources.

Requirements

• Bachelor's degree in Computer Science, Information Systems, or a related field, or a combination of relevant education and experience in lieu of a degree.
• At least 3 years of experience.
• General experience with Amazon Connect and AI-powered customer and patient engagement tools, including contact flows, queues, routing profiles, prompts, routing logic, and Hours of Operation.
• General experience gathering business requirements and leading implementations through go-live.

Nice To Haves

• General experience with Amazon Lex, Contact Lens, Lambda, SQL, Power BI, Quick Sight, Event Bridge, and SNS.
• General experience with Epic integration.
• AWS Certified Solutions Architect certification.

Responsibilities

• Serve as the primary technical owner and business analyst for Temple Health's enterprise Amazon Connect platform.
• Partner with operational, clinical, and technical stakeholders to design, implement, optimize, and support AI-powered patient engagement solutions.
• Translate business requirements into scalable Amazon Connect solutions.
• Progressively reduce the organization's reliance on external consulting resources.
• Gather business requirements and lead implementations through go-live.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior