Sr. System Engineer

Care.com•Dallas, TX

1d•Hybrid

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 for an AI-first experience. The role is responsible for the platform’s operational health and evolution in partnership with Operations, including improved reporting, data controls, AI-assisted self-service, and seamless phone, SMS, and chat experiences. The position also manages Linux and Windows environments in AWS that support business-critical applications. The engineer works closely with DevOps, Engineering, Security, Compliance, and Operations teams, serves as an L3 escalation point for Support, and participates in the InfraOps on-call rotation. Responsibilities span contact-center and telephony operations, AWS infrastructure and systems operations, automation, incident response, and audit support.

Requirements

At least 7 years of experience 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 experience 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 omni-channel messaging, including 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 supporting AWS services, including API Gateway, Contact Lens, Lambda, and S3, to support integrations, troubleshoot issues, and build automation.
Support AWS Connect Consumer integrations with 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 infrastructure 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.