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Callback Agent Jobs (NOW HIRING)

Headway Tek Inc

Amazon Connect Developer

Manhattan, NY · On-site

... quick connects, callback flows, emergency messaging, holiday routing, and dynamic messaging ... agent workload, and enhance member and patient experience. * Implement custom business logic and ...

BEST DOCTORS INSURANCE SERVICES LLC

Provides Agent Portaltraining. * Support with the live chat tool, BD Callback inbox. * Able to analyze and resolve commission inquiries. * Facilitate different types of reportsforour agentstohelp ...

Brillio

... quick connects, callback flows, emergency messaging, holiday routing, and dynamic messaging ... agent workload, and enhance member and patient experience. * Implement custom business logic and ...

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How much do callback agent jobs pay per hour?

As of Sep 14, 2026, the average hourly pay for callback agent in the United States is $17.22, according to ZipRecruiter salary data. Most workers in this role earn between $14.42 and $18.99 per hour, depending on experience, location, and employer.

Can I work in a call center without experience?

Callback agent positions in call centers often do not require prior experience, as training is typically provided to develop necessary communication and customer service skills. Employers may look for good interpersonal skills, a positive attitude, and basic computer proficiency, making it possible for newcomers to start without previous call center experience.

How do I become a callback agent?

To become a callback agent, you typically need strong communication skills, customer service experience, and familiarity with call center software. Many positions require a high school diploma or equivalent, and some employers may prefer prior experience in customer support or telecommunication tools. Training is often provided on the job to familiarize new agents with company protocols and systems.

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Infographic showing various Callback Agent job openings in the United States as of August 2026, with employment types broken down into 95% Full Time, 3% Part Time, and 2% Contract. Highlights an 83% Physical, 1% Hybrid, and 16% Remote job distribution, with an average salary of $35,810 per year, or $17.2 per hour.

Amazon Connect Developer

Manhattan, NY • On-site

Headway Tek Inc
IT Services • 11 - 50 employees
Learn more about Headway Tek Incexternal

Other

This job post has expired today. Applications are no longer accepted.

Job description

Lead Systems Engineer Amazon Connect

Healthcare Contact Center Technology

Location:St Louis,MO or Dallas,TX or New york,NY (hybrid) or Remote

C2C or W2

Role Summary

The Lead Systems Engineer Amazon Connect will be responsible for designing, implementing, optimizing, and supporting cloud-based contact center solutions for healthcare payer and provider environments. This role requires deep hands-on experience with Amazon Connect and related AWS services, along with the ability to translate business, operational, compliance, and patient/member experience requirements into scalable, secure, and reliable contact center solutions.

The ideal candidate will lead technical delivery across contact flows, IVR routing, conversational AI, automation, integrations, monitoring, and production support. The role will partner closely with business stakeholders, product owners, architects, developers, QA teams, operations, and compliance teams to modernize contact center capabilities while ensuring high availability, regulatory alignment, and operational excellence.

Key Responsibilities
  • Lead the design, development, configuration, and deployment of Amazon Connect-based contact center solutions for healthcare operations.
  • Build and maintain contact flows, IVR logic, routing profiles, queues, hours of operation, quick connects, callback flows, emergency messaging, holiday routing, and dynamic messaging.
  • Develop and support integrations using AWS Lambda, Amazon Lex, Amazon DynamoDB, Amazon S3, Amazon Kinesis, Amazon CloudWatch, and other AWS services.
  • Design conversational AI and self-service experiences using Amazon Lex to improve caller containment, reduce agent workload, and enhance member and patient experience.
  • Implement custom business logic and automation using AWS Lambda functions written in Python, Node.js, or Java.
  • Support migration from legacy contact center platforms such as Avaya, Cisco to Amazon Connect.
  • Partner with healthcare business teams to understand member services, provider services, claims, eligibility, prior authorization, pharmacy, and care management workflows.
  • Ensure that contact center solutions support healthcare compliance needs, including HIPAA-aligned handling of PHI, secure data exchange, auditability, and access controls.
  • Create and maintain technical design documents, deployment runbooks, operational procedures, troubleshooting guides, and knowledge transfer materials.
  • Lead issue triage, root cause analysis, performance tuning, incident response, and post-production stabilization for Amazon Connect environments.
  • Collaborate with QA teams to validate call routing, IVR prompts, integrations, data lookups, failover behavior, reporting, and end-to-end customer journeys.
  • Contribute to CI/CD automation, infrastructure as code, release governance, and environment management using tools such as Terraform, CloudFormation, Git, and Jenkins or similar platforms.
  • Provide technical leadership, mentoring, code reviews, and guidance to engineers working on Amazon Connect and AWS contact center solutions.

Required Qualifications
  • 10+ years of experience in systems engineering, cloud engineering, contact center engineering, or application integration roles.
  • 3+ years of hands-on experience designing, building, and supporting Amazon Connect solutions.
  • Strong knowledge of Amazon Connect components, including contact flows, queues, routing profiles, users, security profiles, hours of operation, prompts, attributes, CTRs, and real-time metrics.
  • Hands-on experience with AWS Lambda, Amazon Lex, Amazon DynamoDB, Amazon CloudWatch, and Amazon S3.
  • Experience developing serverless integrations and automation using Python, Node.js, Java, or similar programming languages.
  • Experience with contact center technologies, telephony concepts, SIP, IVR, ACD routing, call recording, call transfers, callback, and queue management.
  • Experience integrating Amazon Connect with enterprise systems such as CRM, claims platforms, eligibility systems, knowledge bases, workforce management tools, reporting platforms, or data warehouses.
  • Strong understanding of production support practices, monitoring, alerting, incident management, root cause analysis, and change management.
  • Ability to create clear technical documentation and communicate complex technical concepts to business and technical stakeholders.
  • Bachelor's degree in Computer Science, Information Technology, Engineering, or a related discipline, or equivalent professional experience.

Preferred Qualifications
  • Experience supporting healthcare payer, provider, pharmacy benefit management, or managed care contact center environments.
  • Knowledge of HIPAA, PHI handling, PCI considerations, security controls, audit logging, and healthcare compliance expectations.
  • Experience with Amazon Connect Contact Lens, Amazon Connect Cases, Customer Profiles, Amazon Q in Connect, Amazon Transcribe, Amazon Comprehend, Amazon Athena, and QuickSight.
  • Experience with CRM integrations such as Salesforce, ServiceNow, Microsoft Dynamics, or custom healthcare platforms.
  • Experience with automation frameworks, CI/CD pipelines, infrastructure as code, automated testing, and deployment governance.
  • AWS certifications such as AWS Certified Solutions Architect, AWS Certified Developer, AWS Certified SysOps Administrator, or AWS Certified DevOps Engineer.
  • Experience leading offshore/onshore delivery teams and coordinating complex releases across multiple business groups.

Healthcare Domain Expectations
  • Understand the importance of secure, reliable, and compliant communication channels for members, patients, providers, brokers, and care teams.
  • Design solutions that support high-volume seasonal demand, including open enrollment, claims spikes, prior authorization activity, care management outreach, and service disruption scenarios.
  • Ensure IVR and routing designs improve caller experience, reduce transfers, support accessibility, and provide accurate self-service options.
  • Collaborate with compliance, privacy, security, and operations teams to ensure PHI is protected across prompts, call recordings, transcripts, logs, integrations, and reporting pipelines.
  • Support operational reporting and analytics that help business teams monitor service levels, abandonment, containment, first-call resolution, agent productivity, and customer experience trends.

Key Competencies
  • Technical leadership and ownership
  • Cloud-native engineering mindset
  • Strong analytical and troubleshooting skills
  • Healthcare compliance awareness
  • Effective communication with business and technology stakeholders
  • Ability to balance scalability, security, reliability, cost, and speed of delivery
  • Mentoring and collaboration across distributed teams

Apply