Systems Development Engineer II, Amazon Health Services

Amazon; Austin (TX); On-site; USD 129,200 - 174,800; Full time

Benefits offered by this job

Health insurance

401(k) matching

Paid time off

Job summary

Amazon in Austin, Texas, is seeking a Systems Development Engineer II to join the Amazon Health Services team. This role involves designing and managing contact center infrastructure that enhances patient and member interactions with healthcare services.

The ideal candidate will have experience with programming and AWS, alongside a strong understanding of VoIP and telecom systems. The position offers comprehensive benefits and a competitive salary range of $129,200 to $174,800 annually.

Qualifications

• 1+ years of designing or architecting systems.
• Experience programming with modern languages (C++, C#, Java, Python, Golang).
• 2+ years of professional software development experience.
• Knowledge of telecom including VoIP or SIP.

Responsibilities

• Design and optimize contact center solutions.
• Build and maintain IVR flows.
• Architect integrations with enterprise systems.
• Develop automation to eliminate manual operations.
• Monitor and troubleshoot call quality issues.

Skills

System design

Programming (C++, Java, Python)

VoIP and telecom knowledge

AWS Services

Compliance knowledge (HIPAA, SOX)

Education

Bachelor’s degree in related field

Tools

AWS CloudWatch

Datadog

Python

Job description

Systems Development Engineer II, Amazon Health Services

Job ID: 10462481 | Amazon.com Services LLC

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 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 systems of new and existing systems (design patterns, reliability and scaling).
• Experience programming with at least one modern language such as C++, C#, Java, Python, Golang, PowerShell, or Ruby.
• 2+ years of non‑internship professional software development experience.
• Experience with automatic contact routing, VoIP, and contact center case management tools, or vendor management.
• Knowledge of telecom including VoIP or SIP as well as mobile technologies.
• Experience with AWS Services including EC2, Lambda, S3, DynamoDB, SQS.
• Experience with IT compliance and risk management requirements (e.g., security, privacy, SOX, HIPAA).
• 1+ years of Amazon experience, 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 web-based applications with HTTP and network troubleshooting tools (telnet, test-netconnection, tracert, tracetcp, iperf, ntttcp, dig, packet capture tools).
• 1+ years of Amazon experience, or 2+ years of contact center experience.
• Knowledge of large‑scale automation and workflow management.
• Experience with AWS services or other cloud offerings.
• 5+ years of IT platform implementation in a technical and analytical role, or a Bachelor’s degree in business administration, finance, economics, computer science, data science, engineering, or a related field.

Benefits

Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and optional 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.

Compensation

Salary: $129,200 – $174,800 USD annually (location: USA, TX, Austin).

Equal Opportunity Employer

Amazon is an equal‑opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.