Sr Contact Center Systems Engineer - Remote

Prime Therapeutics•Home, WV

21h•$94,000 - $160,000•Remote

About The Position

At Prime Therapeutics (Prime), we are a different kind of PBM, with a purpose beyond profits and a unique ability to connect care for those we serve. Looking for a purpose-driven career? Come build the future of pharmacy with us. Job Posting Title Sr Contact Center Systems Engineer - Remote Job Description The Senior IT Systems Engineer is responsible for translating architectural guidance into secure, scalable, and well‑designed technical solutions. This role serves as a deep subject‑matter expert in the support and advancement of core IT infrastructure while providing leadership, direction, and technical mentorship to other engineers. Additionally, the position functions as a hands‑on Contact Center Engineer, supporting and growing the Amazon Connect platform by building contact flows, maintaining integrations, troubleshooting complex issues, and driving continuous improvements to the customer experience.

Requirements

Bachelor's degree in computer science or related area of study, or equivalent combination of education and/or relevant work experience; High School Diploma or GED equivalent required
Proven experience communicating effectively to multiple subjects and audiences
Experience with specific domain relevant to team
5 years of experience with infrastructure technologies
Must be eligible to work in the United States without need for work visa or residency sponsorship
Must be eligible to work in the United States without the need for work visa or residency sponsorship
Amazon Connect and Lex V2
Able to convert business needs and requirements into standardized configurations in Amazon Connect.
Able to learn and maintain complex call flow logic.
Strong problem‑solving skills and comfortable troubleshooting complex issues.
Understanding of AWS services: DynamoDB, Lambda, S3, CloudWatch.
Knowledge of telephony.
Self-driven and resourceful.
Use lower environments to troubleshoot and learn new skills.
Incident response and operational excellence.
Strong communication and documentation skills.
Ability to support and mentor junior engineers.

Nice To Haves

Experience with Amazon Connect features like Contact Lens or Tasks.
Exposure to Cyara IVR testing product.
Exposure to programming or scripting (Python or JavaScript preferred).
Interest in automation.
Understanding of compliance concepts (PII, retention, HIPAA/PCI basics).
Experience working in environment with regulatory compliance requirements (HIPAA, PCI, etc.)
Previous experience in PBM / health care industry
Understanding of security implications of domain
ITIL Foundations Certification
Desire to work in management and lead others

Responsibilities

Manage and optimize complex table‑driven contact flows and large data tables within Amazon Connect.
Build, enhance, and maintain Amazon Lex V2 bots to support automated customer interactions.
Participate in IVR design discussions to improve contact flow architecture and performance.
Maintain and enforce design standards, best practices, and naming conventions across all configurations.
Integrate Amazon Connect with AWS services such as Lambda, S3, DynamoDB, and CloudWatch.
Perform testing, debugging, and troubleshooting of call flow issues and telephony‑related problems.
Create, update, and maintain documentation, technical diagrams, and reference materials.
Monitor dashboards and alerts to identify, triage, and resolve incidents proactively.
Collaborate with cross‑functional teams to support customer experience improvements and business initiatives.

Benefits

Potential pay for this position ranges from $94,000.00 - $160,000.00 based on experience and skills.
To review our Benefits, Incentives and Additional Compensation, visit our Benefits Page and click on the "Benefits at a glance" button for more detail (https://www.primetherapeutics.com/benefits).

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