Amazon Connect Lead
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Lead Systems Engineer Amazon Connect
Location:St Louis,MO or Dallas,TX or New york,NY (hybrid) or Remote
C2C or W2
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.
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