Amazon

Systems Development Engineer II, Amazon Health Services

Amazon • $129K — $174K *
Austin, TX 78745In-Person
Healthcare
Less than 5 years of experience
Today
Be an Early Applicant
Job Overview by Ladders

Qualifications

  • 1+ years designing or architecting systems for reliability and scaling
  • 2+ years professional software development experience
  • Experience programming in a modern language (C++, C#, Java, Python, etc.)
  • Knowledge of VoIP and contact center case management tools
  • Familiarity with AWS services (EC2, Lambda, S3, etc.)
  • 1+ years of experience with Amazon or 4+ years in a contact center
  • Knowledge of IT compliance and risk management (HIPAA, SOX, etc.)

Responsibilities

  • Design, implement, and optimize contact center solutions
  • Build and maintain IVR flows and call routing logic
  • Architect integrations between contact center platforms and enterprise systems
  • Configure and manage telephony infrastructure and carrier connectivity
  • Develop automation to reduce operational manual tasks
  • Monitor and troubleshoot call quality issues and drive resolutions
  • Design and implement data handling controls to maintain compliance
  • Own operational excellence by building runbooks and alerting mechanisms
  • Drive migration planning from legacy platforms to Amazon Connect

Benefits

  • Comprehensive health insurance (medical, dental, vision)
  • 401(k) matching plan
  • Paid time off and parental leave
  • Mental health support and employee assistance program
  • Flexible Spending Accounts
  • Adoption and surrogacy reimbursement coverage
Full Job Description
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

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

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 https://amazon.jobs/en/benefits.

USA, TX, Austin - 129,200.00 - 174,800.00 USD annually

About Amazon

Audible is a provider of spoken audio information and entertainment , on the Internet. They provide premium spoken audio content, such as audio versions of books and newspapers and radio programs, that is delivered over the Internet and played back on personal computers and hand-held electronic devices. The Audible service allows consumers to purchase and download their content from their Website, store it in digital files and play it back on personal computers and electronic devices. More than 15,000 hours of audio content are available on their Web site, including audio versions of books, periodicals and radio programs. Several manufacturers have agreed to support and promote the playback of their content on their hand-held audio-enabled electronic devices.

Amazon Careers

Joining Amazon presents an unparalleled opportunity to become part of a vibrant team pushing the boundaries of innovation and growth in the global marketplace. As a leader in e-commerce, technology, and logistics, Amazon offers a variety of job opportunities that cater to a range of skills and professional interests. Work You’ll Do At Amazon, every day is an opportunity to collaborate with the brightest minds in technology and business to redefine what’s possible. Whether you’re interested in software development, marketing, human resources, or customer service, Amazon has a position waiting for you. Transform the way the world shops and innovates with our diverse and inclusive team. Amazon is not just a company; it’s a community where you can drive real change and contribute to projects impacting millions globally. Lead with Innovation and Leadership Amazon is the perfect place to enhance your leadership and innovation skills. Our culture encourages pushing the envelope and imagining the unimaginable. Here, you will lead projects that challenge the status quo and define new industry standards. Work with a team that values diversity and is committed to creating an inclusive environment. Our leadership is focused on harnessing the collective power of unique perspectives to foster growth and innovation. Explore Amazon’s Employment Benefits Amazon’s commitment to its employees extends beyond just career growth. We offer competitive benefits, including health care, parental leave, and diversity training, ensuring that our team not only excels professionally but also enjoys well-being and security. Internship and Networking Opportunities Start your career with an Amazon internship and gain hands-on experience that matters. Our internships provide a gateway to full-time employment and an opportunity to network with professionals across various sectors of the company. Future-Proof Your Career With Amazon, your career path is filled with numerous opportunities for advancement. Our learning and development programs are designed to nurture your professional growth and keep you at the forefront of industry trends. Stay Connected Join Our Team Discover the job opportunities at Amazon that match your skills and interests. We are constantly on the lookout for passionate, curious, and innovative team players ready to make a difference. Keep Up to Date Stay ahead with career tips, insider perspectives, and industry-leading insights you can put to use today—all from the people who work here. Job Alert Emails Customize your subscription to receive job alerts, the latest news, and insider tips tailored to your preferences. Explore the exciting and rewarding career opportunities that await at Amazon. Amazon is more than just a company—it’s a platform for building a promising future. Whether you’re starting or looking to advance your career, Amazon offers the resources, support, and network you need to succeed. Join us, and be a part of our continuing mission to be Earth's most customer-centric company.
Learn more about Amazon
Size
1,608 employees
Market Cap
$832.6 billion
Industry
Retail & Consumer Goods
Net Income
$21.3 billion
Founded
1994
5 Year Trend
+28.1%
Revenue
$386 billion
NASDAQ
AMZN
* Ladders Estimates

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