Contact Center Engineer Amazon Connect

Timebox Pro; Parsippany-Troy Hills (NJ); On-site; USD 110,000 - 150,000; Full time

Job summary

Timebox Pro is seeking a Contact Center Engineer in Parsippany-Troy Hills, NJ to design and implement cloud-based contact center experiences using Amazon Connect and the broader AWS ecosystem.

You will collaborate with support, IT, and engineering to deliver AI-powered guest interactions, optimize routing, and ensure scalable, secure operations across the contact center.

Qualifications

• 4–6 years of experience building and supporting contact center apps.
• Hands-on expertise with Amazon Connect, Lex, Lambda, and AWS core services.
• Experience with Amazon Polly and Amazon Comprehend for TTS and NLP.
• Proficiency in REST APIs and integration with third-party systems.

Responsibilities

• Design, implement, and optimize cloud-based contact center solutions using Amazon Connect.
• Develop voice and chatbots with Amazon Lex, Lambda, and AWS services.
• Integrate Polly for TTS and Comprehend for sentiment analysis.
• Leverage APIs for CRM, ticketing, and internal systems.
• Collaborate with teams to enhance automation, routing, and personalization.
• Implement analytics and monitoring for call flows and agent performance.
• Ensure reliability, scalability, and security of the contact center infrastructure.

Skills

Agile experience

Cross-functional collaboration

Tools

Amazon Connect

Amazon Lex

AWS Lambda

AWS core services

Amazon Polly

Amazon Comprehend

REST APIs

Amazon QuickSight

Job description

About Us

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

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 Skills

• 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

Why Work with Us?

• 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