Sr. System Engineer

Care.com is a consumer tech company with heart. We’re on a mission to solve a human challenge we all face: finding great care for the ones we love. We’re moms and dads and pet parents. We have parents and grandparents so we understand that everyone, at some point in their lives, could use a helping hand. Our culture and our products reflect that.

We are looking for a Senior Systems Engineer to own and manage our telecom platform. We are modernizing our AWS Connect Consumer platform to make it AI-first, with better reporting, tighter control of our data, AI-assisted self-service, and a seamless experience across phone, SMS and chat. This role will own and support this platform.

The primary focus is the operational health and evolution of our Amazon Connect Consumer platform in partnership with our Operations team. This role will also manage the Linux and Windows environments that support our business-critical applications in AWS. This role will work closely with DevOps, Engineering and our Security and Compliance teams, as well as act as an L3 escalation point for our Support team and take part in the InfraOps on-call rotation.

Contact Center & Telephony Operations

• Own the operational health of our Amazon Connect Consumer platform, partnering with our Operations team on day-to-day needs.
• Administer and troubleshoot contact flows, queues, routing, IVR, phone numbers, carrier connectivity and agent configuration.
• Investigate call quality, latency and routing issues and address them.
• Support voice, SMS and chat capabilities including AI-assisted routing and self-service.
• Partner with Engineering and delivery teams on new dashboards and native AWS Connect Consumer experience.
• Review telecom designs for reliability, security, monitoring, and supportability.
• Work with the AWS services that underpin the platform, including API Gateway, Contact Lens, Lambda, and S3 to support integrations, troubleshoot issues, and build automation.
• Support integrations between the AWS Connect Consumer and other business platforms (CRM, reporting, recording, data platforms).
• Build monitoring, alerting, runbooks and automation for AWS Connect Consumer Operations.

Systems 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.

Security, Compliance & Incident Response

• Participate in the InfraOps on-call rotation and serve as an L3 escalation point for complex infrastructure and telecom issues.
• Respond to incidents, find root causes, and drive remediation that prevent future recurrence.
• Partner with Security and Compliance on audits ((PCI, SOX, SOC 2), including call recording and the handling of PII data.

• 7+ years in systems, infrastructure or telecom engineering roles, including hands-on experience supporting production environments.
• 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 experience with 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 Have

• Hands on experience with Amazon Connect Consumer, including contact flows, Lambda integrations, Contact Lens.
• Exposure to omni-channel messaging (SMS, web chat, WhatsApp).
• Experience with data pipelines and reporting.
• Experience working in a PCI-compliant environment
• Scripting skills (Python, PowerShell, Bash).
• Experience supporting SOX, SOC 2 or PCI audits.

Company Overview:  Available in more than 20 countries, Care.com is the world's leading platform for finding and managing high-quality family care. Care.com is designed to meet the evolving needs of today's families and caregivers, offering everything from household tax and payroll services and customized corporate benefits packages covering the care needs of working families, to innovating new ways for caregivers to be paid and obtain professional benefits. Since 2007, families have relied on Care.com's industry-leading products—from child and elder care to pet care and home care. 

Salary Range: $140,000 to $150,000. The base salary range above represents the anticipated low and high end of the national salary range for this position. Actual salaries may vary and may be above or below the range based on various factors including but not limited to work location, experience, and performance. The range listed is just one component of Care.com’s total compensation package for employees. Other rewards may include annual bonuses and short- and long-term incentives. In addition, Care.com provides a variety of benefits to employees, including health insurance coverage, life, and disability insurance, a generous 401K employer matching program, paid holidays, and paid time off (PTO).
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