Contact Center Engineer - Amazon Connect
Timebox Pro•Parsippany-Troy Hills, NJ
•$90,000 - $120,000
About The Position
At Timebox Pro, we’re redefining guest support with innovative cloud-first contact center solutions. As a leader in the travel and hospitality industry, we are committed to delivering exceptional customer experiences at every interaction. We are looking for a Contact Center Engineer who can help us build, scale, and optimize intelligent customer support platforms using Amazon Connect.
Requirements
- 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
Nice To Haves
- 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
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
- 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
Benefits
- 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
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
Upload and Match Resume
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
