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
