Lead Systems Engineer

Staffingine LLC; Dallas (TX); On-site; USD 150,000 - 190,000; Part time

Job summary

Staffingine LLC in Dallas, TX seeks a Lead Systems Engineer to own design and deployment of Amazon Connect-based contact center solutions for healthcare operations.

You will develop contact flows, integrate AWS services, mentor engineers, and drive CI/CD and IaC using Terraform/CloudFormation. This contract role requires 10+ years in systems/cloud engineering and 3+ years with Amazon Connect, HIPAA awareness, and strong collaboration with healthcare teams.

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.

Responsibilities

• 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.

Skills

Technical leadership

Cloud engineering

Systems engineering

Problem solving

Communication

Education

Bachelor's degree in CS/IT/Engineering

Tools

AWS Lambda

Amazon Lex

DynamoDB

S3

Kinesis

CloudWatch

Terraform

CloudFormation

Git/Jenkins/CI-CD

Job description

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