Lead Systems Engineer

Job Title: Lead Systems Engineer
Job Location: Dallas, TX
Job Type: Contract

Job Description:

• Lead the design, development, configuration, and deployment of Amazon Connect-based contact center solutions for healthcare operations.
• Build and maintain contact flows, IVR logic, routing profiles, queues, hours of operation, quick connects, callback flows, emergency messaging, holiday routing, and dynamic messaging.
• Develop and support integrations using AWS Lambda, Amazon Lex, Amazon DynamoDB, Amazon S3, Amazon Kinesis, Amazon CloudWatch, and other AWS services.
• Design conversational AI and self-service experiences using Amazon Lex to improve caller containment, reduce agent workload, and enhance member and patient experience.
• Implement custom business logic and automation using AWS Lambda functions written in Python, Node.js, or Java.
• Support migration from legacy contact center platforms such as Avaya, Cisco to Amazon Connect.
• Partner with healthcare business teams to understand member services, provider services, claims, eligibility, prior authorization, pharmacy, and care management workflows.
• Ensure that contact center solutions support healthcare compliance needs, including HIPAA-aligned handling of PHI, secure data exchange, auditability, and access controls.
• Create and maintain technical design documents, deployment runbooks, operational procedures, troubleshooting guides, and knowledge transfer materials.
• Lead issue triage, root cause analysis, performance tuning, incident response, and post-production stabilization for Amazon Connect environments.
• Collaborate with QA teams to validate call routing, IVR prompts, integrations, data lookups, failover behavior, reporting, and end-to-end customer journeys.
• Contribute to CI/CD automation, infrastructure as code, release governance, and environment management using tools such as Terraform, CloudFormation, Git, and Jenkins or similar platforms.
• Provide technical leadership, mentoring, code reviews, and guidance to engineers working on Amazon Connect and AWS contact center solutions.

Required Qualifications

• 10+ years of experience in systems engineering, cloud engineering, contact center engineering, or application integration roles.
• 3+ years of hands-on experience designing, building, and supporting Amazon Connect solutions.
• Strong knowledge of Amazon Connect components, including contact flows, queues, routing profiles, users, security profiles, hours of operation, prompts, attributes, CTRs, and real-time metrics.
• Hands-on experience with AWS Lambda, Amazon Lex, Amazon DynamoDB, Amazon CloudWatch, and Amazon S3.
• Experience developing serverless integrations and automation using Python, Node.js, Java, or similar programming languages.
• Experience with contact center technologies, telephony concepts, SIP, IVR, ACD routing, call recording, call transfers, callback, and queue management.
• Experience integrating Amazon Connect with enterprise systems such as CRM, claims platforms, eligibility systems, knowledge bases, workforce management tools, reporting platforms, or data warehouses.
• Strong understanding of production support practices, monitoring, alerting, incident management, root cause analysis, and change management.
• Ability to create clear technical documentation and communicate complex technical concepts to business and technical stakeholders.
• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related discipline, or equivalent professional experience.

Preferred Qualifications

• Experience supporting healthcare payer, provider, pharmacy benefit management, or managed care contact center environments.
• Knowledge of HIPAA, PHI handling, PCI considerations, security controls, audit logging, and healthcare compliance expectations.
• Experience with Amazon Connect Contact Lens, Amazon Connect Cases, Customer Profiles, Amazon Q in Connect, Amazon Transcribe, Amazon Comprehend, Amazon Athena, and QuickSight.
• Experience with CRM integrations such as Salesforce, ServiceNow, Microsoft Dynamics, or custom healthcare platforms.
• Experience with automation frameworks, CI/CD pipelines, infrastructure as code, automated testing, and deployment governance.
• AWS certifications such as AWS Certified Solutions Architect, AWS Certified Developer, AWS Certified SysOps Administrator, or AWS Certified DevOps Engineer.
• Experience leading offshore/onshore delivery teams and coordinating complex releases across multiple business groups.

Healthcare Domain Expectations

• Understand the importance of secure, reliable, and compliant communication channels for members, patients, providers, brokers, and care teams.
• Design solutions that support high-volume seasonal demand, including open enrollment, claims spikes, prior authorization activity, care management outreach, and service disruption scenarios.
• Ensure IVR and routing designs improve caller experience, reduce transfers, support accessibility, and provide accurate self-service options.
• Collaborate with compliance, privacy, security, and operations teams to ensure PHI is protected across prompts, call recordings, transcripts, logs, integrations, and reporting pipelines.
• Support operational reporting and analytics that help business teams monitor service levels, abandonment, containment, first-call resolution, agent productivity, and customer experience trends.

Key Competencies

• Technical leadership and ownership
• Cloud-native engineering mindset
• Strong analytical and troubleshooting skills
• Healthcare compliance awareness
• Effective communication with business and technology stakeholders
• Ability to balance scalability, security, reliability, cost, and speed of delivery
• Mentoring and collaboration across distributed teams