Senior Amazon Connect Engineer

Expedia • Seattle, WA

7h

About The Position

Expedia Group brands power global travel for everyone, everywhere. We design cutting-edge tech to make travel smoother and more memorable, and we create groundbreaking solutions for our partners. Our diverse, vibrant, and welcoming community is essential in driving our success. Why Join Us? To shape the future of travel, people must come first. Guided by our Values and Leadership Agreements, we foster an open culture where everyone belongs, differences are celebrated and know that when one of us wins, we all win. We provide a full benefits package, including exciting travel perks, generous time-off, parental leave, a flexible work model (with some pretty cool offices), and career development resources, all to fuel our employees' passion for travel and ensure a rewarding career journey. We’re building a more open world. Join us. Senior Amazon Connect Engineer This role sits within Expedia’s Traveler & Partner Service Platform (TPSP) Product & Technology organization, which builds the core capabilities and experiences that power customer service across the global Expedia ecosystem. We enable travelers and partners to receive world-class support through a combination of human assistance and AI-driven service experiences. We are seeking an experienced Amazon Connect Engineer and Contact Center Subject Matter Expert to design, implement, and lead enterprise-scale, cloud-based contact center solutions. In this role, you will own the technical architecture, integrations, and deployment of omnichannel customer experiences using Amazon Connect and AWS services. You’ll partner closely with product owners, solution architects, developers, and business operations teams to deliver reliable, secure, and high-performing solutions. You may be a great fit if you enjoy combining deep Amazon Connect experience, telephony/VoIP knowledge, and hands-on development and DevOps skills to solve real customer and agent experience challenges.

Requirements

• 8+ years of professional experience in software/cloud engineering or contact center solutions (if you’ve had a significant impact with fewer years, we still encourage you to apply).
• At least 3 years of hands-on, enterprise Amazon Connect experience (design, configuration, contact flows, routing, CCP, admin/supervisor features).
• At least 3 years of enterprise experience with AWS services in production, including Lambda, API Gateway, DynamoDB, S3, IAM, CloudWatch, Kinesis, EventBridge.
• At least 2 years of enterprise experience with Telephony/VoIP (SIP trunking, PSTN routing) and at least 2 years with contact center/WebRTC technologies.
• Proven experience architecting and integrating Amazon Connect with CRM, WFM, analytics, and other enterprise systems.
• Strong programming skills in JavaScript/Node.js and/or Python for Lambda and integration development.
• Experience with REST APIs, JSON, webhooks, and secure authentication patterns.
• Solid understanding of contact center KPIs and CX best practices (e.g., SLA, AHT, ASA, occupancy, service level) and how to design solutions that improve them
• Experience with Infrastructure as Code (CloudFormation, CDK, or Terraform) and CI/CD tooling.
• Demonstrated experience producing technical design documents, solution blueprints, and architecture governance artifacts.
• Strong communication skills and experience leading discovery sessions and technical workshops with clients and stakeholders.
• Bachelor’s degree in Computer Science, Engineering, or a related field, or equivalent practical experience (for example, industry experience, military service, or non-traditional technical paths).

Nice To Haves

• Experience working in large, distributed organizations and collaborating across multiple engineering, product, and operations teams.
• Hands-on experience with Amazon Connect analytics and reporting, including CTR data pipelines into BI tools or reporting
• Experience optimizing cost and performance of contact center solutions at scale.
• Background in coaching and mentoring engineers or leading small engineering teams.

Responsibilities

• Serve as the primary SME and technical lead for Amazon Connect implementations across discovery, design, development, testing, deployment, and production support.
• Lead end-to-end architecture and design for IVR/voice workflows, omnichannel routing, contact flows, queues, agent experiences, supervisor/admin consoles, and recording/monitoring solutions.
• Own and finalize technical design documents and architecture blueprints; validate technical approaches and ensure alignment with security, compliance, and best practices.
• Design and build integrations between Amazon Connect/AWS and external systems (e.g., CRM, WFM, ERP, ticketing tools such as Salesforce, ServiceNow, Zendesk).
• Implement and manage serverless integrations and event-driven components using services such as Lambda, API Gateway, Kinesis, EventBridge, SNS/SQS, DynamoDB, and S3.
• Implement conversational AI capabilities and IVR prompts using Amazon Lex, Polly, Contact Lens, and related services.
• Lead connectivity and telephony design, including SIP trunking, PSTN routing, WebRTC/CCP, call recording, media storage, and QoS considerations.
• Implement observability and analytics using CloudWatch logging/metrics, Amazon Connect Analytics, QuickSight dashboards, CTR data analysis, and reporting.
• Define and implement Infrastructure as Code and CI/CD pipelines using tools such as CloudFormation, CDK, Terraform, and GitHub Actions/Jenkins/CircleCI, as well as containerization with Docker.
• Mentor and guide engineering teams, provide technical reviews, approve configuration changes, and coordinate with QA to ensure experience-focused test coverage.
• Provide production support and incident response, maintain runbooks, and support knowledge transfer to operations teams to ensure long-term maintainability.
• Proactively identify scope creep, technical blockers, and cost risks; recommend mitigations and optimizations that balance customer experience, performance, and cost.

Benefits

• We provide a full benefits package, including exciting travel perks, generous time-off, parental leave, a flexible work model (with some pretty cool offices), and career development resources, all to fuel our employees' passion for travel and ensure a rewarding career journey.
• Expedia Group is proud to offer a wide range of benefits to support employees and their families, including medical/dental/vision, paid time off, and an Employee Assistance Program.
• To fuel each employee’s passion for travel, we offer a wellness & travel reimbursement, travel discounts, and an International Airlines Travel Agent ( IATAN ) membership.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level