The Systems Development Engineer role at Amazon Health Services focuses on designing, building, and operating contact center infrastructure that enhances patient and member connections with healthcare services. This position is part of the Productivity Engineering & Data Governance team and requires ownership of the contact center platform from end-to-end. The engineer will work on migrating legacy systems to modern solutions while ensuring operational excellence and compliance with regulations. This role emphasizes automation and integration within the contact center environment.

• 1+ years of designing or architecting new and existing systems experience.
• 2+ years of non-internship professional software development experience.
• Experience programming with at least one modern language such as C++, C#, Java, Python, Golang, PowerShell, or Ruby.
• Experience with AWS Services including EC2, Lambda, S3, DynamoDB, and SQS.
• Knowledge of telecom including VoIP or SIP as well as mobile technologies.
• 5+ years of IT platform implementation in a technical and analytical role experience, or a Bachelor's degree in a related field.

• 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.
• Configure and manage SIP trunking, carrier connectivity, and telephony infrastructure.
• Develop automation to eliminate manual operational toil.
• Monitor and troubleshoot call quality issues and drive root cause resolution.
• Design and implement DLP controls and PHI data handling within contact center workflows.
• Own operational excellence by building runbooks, alerting, dashboards, and self-healing mechanisms.
• Partner with business stakeholders to translate requirements into scalable technical solutions.
• Drive migration planning and execution from legacy CCaaS platforms to Amazon Connect.

• Employees at Amazon are often offered comprehensive health benefits—including multiple medical plan options (no pre-existing condition exclusions, 100% covered in-network preventive care), dental and vision plans, a 24/7 medical advice line from day one, expert second-opinion services, and broad mental-health support with several free counseling sessions (including pediatric). Financial wellness typically includes a 401(k) with company match (up to 2%), Restricted Stock Units (equity), FSAs, an emergency savings program, product and partner discounts, and even college-savings and home-purchase programs. Overall, the package is designed to support employees and their families’ health, finances, and day-to-day life.