Contact Center Engineer with Amazon Connect experience- Remote id-9101

May 20, 2025

Role Overview

As a Contact Center Engineer, you will play a pivotal role in designing and implementing next-gen contact center experiences leveraging Amazon Connect and the broader AWS ecosystem. You will work closely with customer support, IT, and engineering teams to deliver seamless, AI-powered guest interactions that enhance satisfaction and streamline support operations.

Key Responsibilities

Design, implement, and optimize cloud-based contact center solutions using Amazon Connect

Develop voice and chatbots using Amazon Lex, Lambda, and other AWS services

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Integrate Amazon Polly for text-to-speech and Amazon Comprehend for sentiment analysis

Leverage APIs for CRM, ticketing, and internal system integrations

Collaborate with cross-functional teams to enhance automation, routing logic, and personalization

Implement analytics and monitoring solutions for call flows and agent performance

Ensure reliability, scalability, and security of the contact center infrastructure

Required Qualifications

4–6 years of experience in building and supporting contact center applications

Strong hands-on expertise with Amazon Connect, Lex, Lambda, and AWS core services

Experience with Amazon Polly (TTS) and Amazon Comprehend (NLP/Sentiment analysis)

Proficiency in REST APIs and integration with third-party systems

Understanding of contact flow design, IVR logic, and call analytics

Experience working in agile and cross-functional team environments

Preferred Skills

Exposure to Amazon Bedrock and Large Language Models (LLMs) for conversational AI

Knowledge of AI/ML-driven automation in customer support systems

Familiarity with Conversational AI architecture and frameworks

AWS Certifications (e.g., AWS Certified Solutions Architect, Machine Learning Specialty)

Experience with Workforce Management (WFM) tools for contact centers (e.g., forecasting, scheduling, adherence)

Experience with skill-based routing strategies in Amazon Connect

Ability to configure contact attributes and design intelligent routing logic for personalized experiences

Understanding of how to optimize agent utilization and service levels using WFM analytics

Experience with reporting and business intelligence tools, especially Amazon QuickSight

Why Work with Us?

Drive innovation in guest support through cutting-edge cloud technologies

Be part of a digitally forward team in a global travel brand

Opportunity to work with AI and automation for meaningful impact

Collaborative, supportive, and mission-driven work culture

Job Type: Contract

Pay: $22.00 - $30.00 per hour

Expected hours: 40 per week

Schedule:

8 hour shift

Experience:

Amazon Connect: 3 years (Required)

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