Contact Center Engineer - Amazon Connect

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.

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
• 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

• 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

• 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

• 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