Job Description
Company Description
Additional Information
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.
Job DescriptionWe 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.
Additional Information
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).
#LI-Hybrid
Numbers & Facts
| Location | Dallas, Texas |
| Job Type | Full-time |
| Industry | Internet Services |
| Salary | $140,000–$150,000 |
| Company Size | 500 to 999 employees |
| Year Founded | 2006 |
| Website | https://www.care.com/careers-p1089.html |
About Company
Care is a global need without geographic or demographic boundaries. At some point, every person and every family will have care needs, be it for children, seniors, pets or even homes. Our mission is to improve the lives of families and caregivers by helping them connect in a reliable and easy way. Our solutions help families make informed decisions in one of the most important and highly considered aspects of their family life: finding and managing quality care for their loved ones. In providing families a comprehensive marketplace for care, we are also building the largest global destination for quality caregivers to find fulfilling employment and career opportunities. We strive to help our members - families and caregivers - pursue their passions and fulfill the basic human need of caring for each other.
Founder and CEO Sheila Lirio Marcelo wanted to transform the way families and businesses around the world address their care needs. Care.com launched in the U.S. in 2007 and today, we are the world's largest online marketplace for finding and managing family care, with more than 30.8 million members, spanning over 20 countries.
Care.com's premise is simple: Our consumer matching solutions allow families to search for, qualify, vet, connect with, and ultimately select caregivers in a low-cost, reliable and easy way. Our platform also provides caregivers with solutions to create personal profiles, describe their unique skills and experience, and otherwise differentiate themselves in a highly fragmented marketplace.
We understand that care is an exceptionally personal matter and impacts the most important aspect of families' lives which is why we provide an array of services and resources to help families make safer and more informed hiring decisions. The Care.com Safety Center offers a comprehensive Safety Guide, which details numerous tools, resources and tips to assist families through the search and hiring process. Through third-parties, we also offer three tiers of background checks which vary in comprehensiveness.
Care.com's global footprint began to expand in 2012 when we launched in the UK and Canada, followed by the acquisition of Berlin-based Besser Betreut, the largest online care portal in Europe. In every territory in which we operate, the fundamental service remains the same but is tailored to meet the unique cultural needs of its membership.
As Care.com has grown, so has the scope of the products and services we offer. Our consumer payments solutions enable families to not only electronically pay a caregiver but also subscribe for tax preparation services through our Care.com HomePay product. We have also expanded our marketplace beyond the direct family-to-caregiver interaction. We currently serve employers by providing access to our platform to more than 600,000 employer-sponsored families, and we enable care-related businesses, such as daycare centers, nanny agencies and home care agencies, to market their services to our care-seeking families and recruit our caregiver members.
Skills
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