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OpenLoop Health logo
OpenLoop Health

OpenLoop Health is a healthcare technology startup whose services are used by companies that provide telehealth delivery across all 50 states. In past hiring, t

AWS System Connect Engineer

Location

United States

Posted

79 days ago

Salary

0

Seniority

Senior

Bachelor Degree3 yrs expEnglishAWS

Job Description

AWS System Connect Engineer

OpenLoop Health

• 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.

Job Requirements

  • Bachelor’s degree in Computer Science, Information Systems, or a related field.
  • 3-5 years of experience administering communication platforms (e.g., Amazon Connect, Twilio, Zendesk, Zoho Desk, Five9, Talkdesk)
  • 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

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