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We are looking for a Systems Development Engineer with deep expertise in contact center platforms to join our Productivity Engineering & Data Governance team at Amazon Health Services. You will design, build, and operate contact center infrastructure that directly impacts how millions of patients and members connect with healthcare services.
This is not a "monitor and maintain" role. You will own the engineering of our contact center platform end-to-end - from call flow design and telephony configuration to integration architecture and operational automation. You'll work with Amazon internal tools and services while driving the migration from legacy platforms to modern, scalable solutions.
Key job responsibilities
- Design, implement, and optimize contact center solutions using Amazon Connect, NICE CXone, and/or Zoom Contact Center
- Build and maintain IVR flows, call routing logic, queue configurations, and agent experience workflows
- Architect integrations between the contact center platform and enterprise systems (Salesforce Service Cloud Voice, workforce management tools)
- Configure and manage SIP trunking, carrier connectivity, and telephony infrastructure
- Develop automation (Python, Lambda, Terraform) to eliminate manual operational toil - provisioning, configuration changes, deployments
- Monitor and troubleshoot call quality issues (MOS, jitter, packet loss, latency) and drive root cause resolution
- Design and implement DLP controls and PHI data handling within contact center workflows to maintain HIPAA compliance
- Own operational excellence - build runbooks, alerting, dashboards, and self-healing mechanisms for platform reliability
- Partner with business stakeholders to translate requirements into scalable technical solutions
- Drive migration planning and execution from legacy CCaaS platforms (NICE CXone) to Amazon Connect
BASIC QUALIFICATIONS
- 1+ years of designing or architecting (design patterns, reliability and scaling) of new and existing systems experience
- Experience programming with at least one modern language such as C++, C#, Java, Python, Golang, PowerShell, Ruby
- 2+ years of non-internship professional software development experience
- Experience with automatic contact routing, VoIP and any contact center case management tools, or experience in vendor management
- Knowledge of telecom including VoIP or SIP as well as mobile technologies
- Experience with automatic contact routing, VoIP and any contact center case management tools, or experience in data center engineering or operations
- Experience with AWS Services including EC2, Lambda, S3, DynamoDB, SQS
- Experience with IT compliance and risk management requirements (e.g. security, privacy, SOX, HIPAA etc.)
- 1+ years of Amazon, or 4+ years of contact center experience
PREFERRED QUALIFICATIONS
- Experience with logging and monitoring tools, such as: AWS CloudWatch, Datadog, New Relic and Splunk
- Experience in software development, or experience with web-based applications and HTTP and experience with network troubleshooting tools (telnet, test-netconnection, tracert, tracetcp, iperf, ntttcp, dig, and packet capture tools)
- 1+ years of Amazon, or 2+ years of contact center experience
- Knowledge of large scale automation and workflow management or equivalent
- 2+ years of contact center experience, or experience with AWS services or other cloud offerings
- 5+ years of IT platform implementation in a technical and analytical role experience, or Bachelor's degree in business administration, finance, economics, computer science, data science, engineering, or other related field
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.
The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.
USA, TX, Austin - 129,200.00 - 174,800.00 USD annually