AI-First Contact Center Systems Engineer

Care Com; Dallas (TX); On-site; USD 140,000 - 150,000; Full time

Benefits offered by this job

Health insurance

401K

Paid holidays

Job summary

Care.com is seeking a Senior Systems Engineer to own and modernize the AWS Connect Consumer platform, including AI-first enhancements and reporting. You will manage Linux/Windows environments on AWS, partner with DevOps, Engineering and Security teams, and serve as an L3 escalation point.

You'll also contribute to on-call rotations and system hardening. You will work on contact center operations, telephony, andintegrations with CRM and data platforms, ensuring reliability, security and scalable

Qualifications

• 7+ years in systems, infrastructure or telecom engineering roles with production experience.
• Hands-on experience supporting a contact center or telecom platform such as Amazon Connect, Genesys, Five9, NICE, Twilio Flex, Avaya or Cisco.
• Hands-on experience using AI tooling for scripting (Claude or OpenAI).
• Hands-on experience working with AI voice agents.
• Hands-on experience with Linux and Windows administration in an enterprise environment.
• Hands-on experience managing AWS tools including EC2, IAM, Lambda, S3 and Systems Manager.
• Hands-on experience with Terraform and Ansible in a Git-based workflow.
• Hands-on experience with monitoring, logging and alerting tools.
• Strong troubleshooting and analytical skills with attention to operational detail.
• Clear communication with technical and non-technical teams.

Responsibilities

• Own the operational health of the Amazon Connect Consumer platform in collaboration with Operations.
• Administer and troubleshoot contact flows, queues, routing, IVR, numbers, and carrier connectivity.
• Investigate call quality, latency and routing issues and address them.
• Support voice, SMS and chat capabilities including AI-assisted routing and self-service.
• Collaborate with Engineering on dashboards and improved AWS Connect experience.
• Review telecom designs for reliability, security, monitoring, and supportability.
• Work with API Gateway, Contact Lens, Lambda and S3 to support integrations and automation.
• Support integrations between AWS Connect Consumer and CRM, reporting and data platforms.
• Build monitoring, alerting, runbooks and automation for AWS Connect Consumer Operations.

Skills

Systems engineering

Contact center platforms

AI tooling scripting

AI voice agents

Linux/Windows administration

AWS tools (EC2, IAM, Lambda, S3)

Terraform

Ansible

Monitoring tools

Troubleshooting

Communication

Tools

AWS

Terraform

Ansible

Splunk

API Gateway

Contact Lens

S3

Job description

Care.com is seeking a Senior Systems Engineer to own and modernize the AWS Connect Consumer platform, including AI-first enhancements and reporting. You will manage Linux/Windows environments on AWS, partner with DevOps, Engineering and Security teams, and serve as an L3 escalation point.

You'll also contribute to on-call rotations and system hardening. You will work on contact center operations, telephony, andintegrations with CRM and data platforms, ensuring reliability, security and scalable