Sr. System Engineer
About The Position
Care.com is seeking a Senior Systems Engineer to own and manage its telecom platform, with a focus on modernizing the AWS Connect Consumer platform to be AI-first and improving reporting, data controls, AI-assisted self-service, and the experience across phone, SMS, and chat. The role owns the platform’s operational health and evolution in partnership with the Operations team, and also manages the Linux and Windows environments supporting business-critical applications in AWS. The engineer works closely with DevOps, Engineering, Security, and Compliance teams, serves as an L3 escalation point for Support, and participates in the InfraOps on-call rotation. The role supports contact-center and telephony operations, including Amazon Connect administration and troubleshooting, integrations, monitoring, automation, and operational documentation. It also supports AWS-hosted Linux and Windows systems, ensuring production infrastructure availability, performance, scalability, and recoverability. Security, compliance, incident response, root-cause analysis, and remediation are part of the position.
Requirements
- At least 7 years in systems, infrastructure, or telecom engineering roles, including hands-on production-environment support.
- Hands-on experience supporting a contact center or telecom platform such as Amazon Connect, Genesys, Five9, NICE, Twilio Flex, Avaya, or Cisco.
- Hands-on experience using AI tooling for scripting, such as Claude or OpenAI.
- Hands-on experience working with AI voice agents.
- Hands-on Linux and Windows administration and troubleshooting skills in an enterprise environment.
- Hands-on experience managing AWS tools, including EC2, IAM, Lambda, S3, and Systems Manager.
- Hands-on experience with Terraform and Ansible in a Git-based workflow.
- Hands-on experience with monitoring, logging, and alerting tools.
- Strong troubleshooting and analytical skills, with attention to operational detail.
- Clear communication with technical and non-technical teams.
Nice To Haves
- Hands-on experience with Amazon Connect Consumer, including contact flows, Lambda integrations, and Contact Lens.
- Exposure to omnichannel messaging such as SMS, web chat, and WhatsApp.
- Experience with data pipelines and reporting.
- Experience working in a PCI-compliant environment.
- Scripting skills in Python, PowerShell, or Bash.
- Experience supporting SOX, SOC 2, or PCI audits.
Responsibilities
- Own the operational health of the Amazon Connect Consumer platform in partnership with the Operations team.
- Administer and troubleshoot contact flows, queues, routing, IVR, phone numbers, carrier connectivity, and agent configuration.
- Investigate and address call quality, latency, and routing issues.
- Support voice, SMS, and chat capabilities, including AI-assisted routing and self-service.
- Partner with Engineering and delivery teams on dashboards and the native AWS Connect Consumer experience.
- Review telecom designs for reliability, security, monitoring, and supportability.
- Work with API Gateway, Contact Lens, Lambda, and S3 to support integrations, troubleshoot issues, and build automation.
- Support integrations between AWS Connect Consumer and CRM, reporting, recording, and data platforms.
- Build monitoring, alerting, runbooks, and automation for AWS Connect Consumer operations.
- Support Linux and Windows environments running on AWS for business-critical systems.
- Ensure high availability, performance, scalability, and recoverability of production infrastructure.
- Handle monitoring, patching, capacity planning, and lifecycle management.
- Build monitoring, alerting, runbooks, and automation for OS and application patching, vulnerability remediation, and system hardening.
- Manage infrastructure as code using Terraform and Ansible.
- Monitor systems, logs, and alerts using Splunk and similar tools.
- Participate in the InfraOps on-call rotation and serve as an L3 escalation point for complex infrastructure and telecom issues.
- Respond to incidents, identify root causes, and drive remediation to prevent recurrence.
- Partner with Security and Compliance on PCI, SOX, and SOC 2 audits, including call recording and handling PII data.
Benefits
- Health insurance coverage
- Life insurance
- Disability insurance
- 401(k) employer matching
- Paid holidays
- Paid time off (PTO)
- Annual bonuses and short- and long-term incentives may be included in total compensation
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
