Systems Development Engineer II, Amazon Health Services

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. Youll 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


- 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

- 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 Bachelors 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 for more information. If the country/region youre applying in isnt 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 TX Austin - 129200.00 - 174800.00 USD annually