Amazon Connect Developer

Role Summary

The Lead Systems Engineer – Amazon Connect will be responsible for designing, implementing,

optimizing, and supporting cloud-based contact center solutions for healthcare payer and

provider environments. This role requires deep hands-on experience with Amazon Connect and

related AWS services, along with the ability to translate business, operational, compliance, and

patient/member experience requirements into scalable, secure, and reliable contact center

solutions.

The ideal candidate will lead technical delivery across contact flows, IVR routing, conversational

AI, automation, integrations, monitoring, and production support. The role will partner closely

with business stakeholders, product owners, architects, developers, QA teams, operations, and

compliance teams to modernize contact center capabilities while ensuring high availability,

regulatory alignment, and operational excellence.

Key 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.

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.