Contact Center Engineer with Amazon Connect experience- Remote

Contact Center Engineer (Amazon Connect) Experience Level: 6 Years Location: Parsippany, NJ preferable / Remote Employment Type: Contract 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 • 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 SkillsWhy Work with Us? • 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 Job Type: Contract Pay: $40.00 - $55.00 per hour Expected hours: 40 per week Schedule: • 8 hour shift Experience: • Amazon Connect: 3 years (Required) Work Location: Remote Apply Job!