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Description

Do you want to solve business challenges through innovative technology? Do you enjoy working on scalable platform engineering in a fast-paced team environment? Do you love working on projects that directly impact the health and well-being of millions of Amazon customers? At Amazon Health Services (AHS), we hire the best minds in technology to innovate and build things for the benefit of our customers. Our Systems Development Engineers play an instrumental role in building, maintaining, and optimizing the platforms and infrastructure that power Amazon's health services ecosystem – including Amazon Pharmacy and Amazon One Medical. Amazon Health Services challenges are big and impact millions of patients, providers, and healthcare operations across the organization. Our path is not always easy, so we are selective about who joins us on this journey. There is a certain kind of person who takes on systems development challenges at AHS – someone excited by the idea of owning and managing contact center platforms, integrating enterprise platforms, automating operational workflows, and supporting critical health services tools while managing ambiguity and the pace of a company whose ship cycles are measured in weeks, not years. If this is you, come build the future with us.

Key job responsibilities
# Platform Engineering & Development
Design, develop, and maintain NICE CXone Studio scripts, IVR call flows, and integrations with Salesforce and third-party systems via APIs. Build and configure platforms supporting Amazon Health Services tools (NICE CXone, Amazon Connect, Zoom). Leverage Amazon Quick Suite's agentic AI for automation and productivity.

# Quality Assurance & Operations
Build and QA call routing with stakeholders. Develop coding standards and best practices. Serve as lead engineer for NICE CXone and support engineer for Zoom. Provide Tier 3 support, on-call coverage, and troubleshoot distributed systems using remote access tools (BeyondTrust, Kaseya). Participate in code reviews, CI processes, system upgrades, and operational reviews to drive continuous improvement.

# Administration & Workforce Optimization
Manage user lifecycle (JIT/SCIM provisioning, permissions, SSO via Okta), phone number operations, skill assignments, and CXone/Zoom admin functions. Support CXone Agent, MAX, and Salesforce Agent applications. Assist with Quality Management, IEX, Interaction Analytics, and Performance Management setup.

# Documentation & Stakeholder Engagement
Create and maintain SOPs, design documents, runbooks, and call routing diagrams. Lead NICE CXone project initiatives, conduct design sessions, translate business needs into scalable solutions, and communicate progress to stakeholders. Stay current with emerging technologies and drive CCaaS improvements.