Systems Development Engineer II, Amazon Health Services

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
• Arcitect 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