Sr Contact Center Systems Engineer - Remote

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 - RemoteJob 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.

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.

Minimum Qualifications

• 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 Additional Qualifications

• 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.

Preferred Qualifications

• 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

Every employee must understand, comply with and attest to the security responsibilities and security controls unique to their job, and comply with all applicable legal, regulatory, and contractual requirements and internal policies and procedures Every employee must be able to perform the essential functions of the job and, if requested, reasonable accommodations will be made to enable employees with disabilities to perform the essential functions, absent undue hardship. In addition, Prime retains the right to change or assign other duties to this job. 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). Prime Therapeutics LLC is proud to be an equal opportunity and affirmative action employer. We encourage diverse candidates to apply, and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sex (including pregnancy), national origin, disability, age, veteran status, or any other legally protected class under federal, state, or local law.   We welcome people of different backgrounds, experiences, abilities, and perspectives including qualified applicants with arrest and conviction records and any qualified applicants requiring reasonable accommodations in accordance with the law. Prime Therapeutics LLC is a Tobacco-Free Workplace employer. Positions will be posted for a minimum of five consecutive workdays. Apply tot his job Apply To this Job