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OpenLoop · 3 weeks ago

Amazon Connect Systems Engineer (AWS)

United States

Full-time

Remote

Mid Level

$85K/yr - $100K/yr

3+ years exp

OpenLoop is a tele-health support solutions company that aims to streamline care delivery for virtual support across various specialties. The Amazon Connect Systems Engineer (AWS) will manage and evolve communication platforms, ensuring seamless customer interactions through various channels while optimizing workflows and troubleshooting issues.

Health CareIT InfrastructureMedicalService IndustryTelehealth

Responsibilities

Serve as the primary administrator for Amazon Connect, Twilio, Zoho Desk, and other communication platforms

Configure routing logic, workflows, queues, IVRs, chat and SMS flows, escalation rules, and email automations

Design, build, and optimize Amazon Connect contact flows, leveraging AWS services (Lambda, EventBridge, IAM) for automation and scalability

Develop and manage Twilio Studio workflows, ensuring SMS compliance (A2P 10DLC, opt-out regulations) and reliable delivery

Monitor system performance and troubleshoot issues across voice, chat, SMS, and email channels

Manage access, roles, hours of operation, and permissions across platforms

Build and maintain dashboards to track system KPIs, agent performance, and customer interactions

Use data to recommend improvements in routing, agent utilization, customer experience, and SLAs

Proactively identify friction points and implement system or process solutions.Collaborate with operations and product teams to identify communication pain points and opportunities

Lead evaluations of new platforms or integrations that improve communication workflows

Stay current with trends in digital engagement, omnichannel contact centers, and cloud-based communications

Maintain documentation on system architecture, configuration, SOPs, and troubleshooting

Ensure all systems are configured with scalability, security, and compliance in mind

Other duties as assigned

Qualification

Amazon ConnectTwilioAWS servicesTelephony fundamentalsContact center operationsDashboard buildingAPIsIntegrationCompliance standardsSelf-directedCommunication skillsCollaborative mindset

Required

Bachelor's degree in Computer Science, Information Systems, or a related field

3+ years of experience administering communication platforms (e.g., Amazon Connect, Twilio, Zendesk, Zoho Desk, Five9, Talkdesk)

Working experience with Amazon Connect is required

Working knowledge of telephony fundamentals (SIP trunking, PSTN routing)

Hands-on expertise with Amazon Connect (contact flow design, IVRs, call recording) and Twilio (Studio flows, API integrations)

Proven ability to configure and optimize workflows across multiple channels (voice, SMS, chat, email)

Strong understanding of contact center and customer service operations

Experience building dashboards and reports using native tools or BI platforms

Familiarity with APIs and integration principles

Self-directed, curious, and collaborative mindset

Excellent written and verbal communication

Experience with platform integrations (e.g., syncing telephony with CRM or helpdesk)

Knowledge of AWS tools like Lambda, EventBridge, and IAM

Experience with monitoring/alerting tools and designing high-availability, redundant communication architectures

Understanding of compliance and data privacy standards (HIPAA, GDPR, SOC2) in customer communications

Background in evaluating or implementing new communication platforms

Benefits

Medical, Dental, and Vision plans

Flexible Spending/Health Savings Accounts

Flexible PTO

401(k) + Company Match

Life Insurance, Pet insurance, and more

Company

OpenLoop

OpenLoop is the nation’s top white-label digital health infrastructure provider, powering virtual care delivery for healthcare organizations, employers, retailers, and consumer brands.

Founded in 2020

Des Moines, Iowa, USA

201-500 employees