Senior Amazon Connect Engineer

Overview

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, and career development resources to fuel our employees' passion for travel and ensure a rewarding career journey.

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 Dev Ops skills to solve real customer and agent experience challenges.

• 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, Service Now, Zendesk).
• Implement and manage serverless integrations and event-driven components using services such as Lambda, API Gateway, Kinesis, Event Bridge, SNS/SQS, Dynamo
  
  DB, 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 Cloud Watch logging/metrics, Amazon Connect Analytics, Quick Sight dashboards, CTR data analysis, and reporting.
• Define and implement Infrastructure as Code and CI/CD pipelines using tools such as Cloud Formation, CDK, Terraform, and Git Hub Actions/Jenkins/Circle
  
  CI, 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.

• 8+ years of professional experience in software/cloud engineering or contact center solutions.
• 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…