Full-Time

Amazon Connect Systems Engineer

AWS

Posted on 9/24/2025

OpenLoop

OpenLoop

501-1,000 employees

White-label telehealth platform and services

No salary listed

Remote in USA + 1 more

More locations: Des Moines, IA, USA

Hybrid

Category
DevOps & Infrastructure (1)
Required Skills
AWS
Requirements
  • Bachelor’s degree in Computer Science, Information Systems, or a related field.
  • 3+ years of experience administering communication platforms (e.g., Amazon Connect, Twilio, Zendesk, Zoho Desk, Five9, Talkdesk). AWS Connect experience is required.
  • 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.
Responsibilities
  • 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.

OpenLoop Health provides white-label telehealth infrastructure that lets organizations launch or scale virtual care. Its platform includes a HIPAA-compliant toolkit—electronic health records, scheduling, payments, video visits, and API integrations—plus back-end services like regulatory setup and revenue-cycle management. It relies on a nationwide clinician network across all 50 states to staff and credential care, enabling partners to keep their own brand. Its goal is to make virtual care accessible to organizations of any size by delivering end-to-end virtual care through combined technology, staffing, and operations support.

Company Size

501-1,000

Company Stage

Series A

Total Funding

$26.2M

Headquarters

Des Moines, Iowa

Founded

2020

Simplify Jobs

Simplify's Take

What believers are saying

  • Clinician network expanded to 20k providers, enabling 250k monthly patient visits nationwide.
  • AI-driven tools streamline workflows, enhancing efficiency and care delivery for millions of patients.
  • Partners with hospitals, labs, and wellness platforms across 35+ specialties for rapid growth.

What critics are saying

  • LifeLoop's OpenLoop Network launch in 2025 confuses stakeholders and dilutes brand searches.
  • Teladoc erodes clients with established 50-state network and AI tools in 12-18 months.
  • Epic's FHIR mandates in 2026 obsolete OpenLoop's EHR integrations, locking hospitals in.

What makes OpenLoop unique

  • OpenLoop delivers white-label telehealth with 50-state clinician network and 600+ payer contracts.
  • Platform offers HIPAA-compliant EHR, scheduling, payments, and API integrations for seamless scaling.
  • Provides end-to-end regulatory setup, revenue-cycle management, and clinical staffing for partners.

Help us improve and share your feedback! Did you find this helpful?

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

Flexible Work Hours

Unlimited Paid Time Off

401(k) Retirement Plan

401(k) Company Match

Flexible Spending/Health Savings Account

Pet Insurance

Growth & Insights and Company News

Headcount

6 month growth

-2%

1 year growth

0%

2 year growth

0%
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New Perspective Senior Living
Apr 9th, 2026
New Perspective Senior Living partners with OpenLoop Network.

New Perspective Senior Living partners with OpenLoop Network. In the summer of 2025, a new report confirmed what Rob Fisher knew: it was time. Fisher read Argentum's report "The State of Technology Adoption in Senior Living" and found that 77% of executives surveyed ranked interoperability as a top barrier to technology implementation. The report further validated the market need for Fisher, the CEO of LifeLoop, as the company was already working on a solution to address interoperability challenges. Now seven senior living technology providers, led by LifeLoop, have teamed up to make that solution a reality, solving a problem that is still throttling the majority of operators and giving senior living operators fast and secure access to information to turn fragmented data into coordinated workflows across the entire community. Welcome to The OpenLoop Network. This first-of-its-kind partner ecosystem is built to champion and lead the interoperability movement in senior living, and represents a growing coalition of technology partners. The OpenLoop Network transforms disconnected data into powerful workflows that connect care, engagement and insight for all senior living stakeholders. "We were already down the path of building out the capabilities that were necessary," Fisher says. "We just knew that it was time to present it to the market. Luckily we did establish these original, flagship partnerships, and we will be continuing to add more and more to the network as we move forward." Leading the way on the OpenLoop Network are these companies: * Accushield - visitor management * ALIS - electronic health record * August Health - electronic health record * ECP - electronic health record * LifeLoop - the leading proactive engagement and whole-person wellness platform for senior living * TELS - building management * WelcomeHome - customer relationship management "Health care is about 10 years behind retail and hospitality and other large industries in general technology adoption, and senior living is about eight years behind health care," says Brandon Tabbert, Senior Vice President of Optimization & Innovation at operator New Perspective, an early adopter of the OpenLoop Network. "What we're trying to solve now is this coordination and communication problem, and what Rob and his team are doing is heavy toward that step." The OpenLoop Network is a collaborative initiative, bringing together technology providers who recognize that interoperability requires more than open APIs and integrations - it requires meaningful high-value data flows that deliver impact and results. Erez Cohen, Co-founder and Co-CEO of August Health, also understands the broader mission behind the initiative. "With the OpenLoop Network, LifeLoop and August Health set a new standard for whole-person care, bringing together the full picture of each resident to better support thoughtful resident care and engagement," he says. INSIDE THE NUMBERS: How New Perspective increased length of stay by nearly six months While the OpenLoop Network is in its early stages, Tabbert and New Perspective have already seen promising proof points via a 15-month joint study using LifeLoop solutions. Among the outcomes: * 89% of staff members report significant efficiencies in program planning. By eliminating friction in their systems, community staff were able to get back to what they love: spending time with residents. Communities using LifeLoop reported saving over six hours per week per staff member on administrative tasks, with 89% reporting significant efficiencies in programming planning. * 95% reduction in resident intake time. Through emerging technologies that are intentionally designed for senior living, LifeLoop is delivering real value for operators, including a 95% reduction in resident intake time using LifeLoop's AI-powered resident onboarding solution. * 172 days of longer length of stay. Specific to New Perspective, the operator revealed a 172-day increase in median length of stay at their communities that deeply embedded LifeLoop's comprehensive technology platform into daily operations. "This research is the missing link between what we believe matters and what we can measure," Tabbert says. "It's not just validating - it's actionable. And frankly, if we can keep even one resident longer because they feel more engaged, that's ROI that means something." Along with New Perspective, early OpenLoop Network adopters include Sinceri Senior Living, Phoenix Senior Living and other national operators. As additional partners join and new data flows are developed, the OpenLoop Network is designed to grow. This will expand the availability of curated data flows that simplify implementation, reduce administrative burden and improve coordination across systems. "The impact on residents is better, because there's a higher quality of care with more managed care outcomes," Tabbert says. "Just as important: this is incredibly good for our business. There is a direct NOI connection to interoperable systems." As Tabbert notes, interoperability means fewer systems, fewer spreadsheets, less reconciliation effort and less busy work for accounting teams that have to connect systems in order to generate P&L reports. "We get to make decisions much faster," he says. "Our change in condition for residents is going to move up by about 20 days as this data lands together, which is 20 days twice a year per resident of clinical revenue that did not exist last year. So, it's not just ROI - OpenLoop Network creates a true NOI component. This is how we as operators stay solvent in a world where it is difficult to stay solvent."

Business Record
Mar 18th, 2026
US Signal investing $29.8 million to expand data center in Waukee.

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