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# Contact Center Engineer - Amazon Connect

- **Company:** TIMEBOX PRO LLC
- **Location:** Parsippany-Troy Hills, NJ, United States
- **Experience:** Experienced
- **Salary:** $90,000.0 - $120,000.0
- **Contract:** Permanent contract
- **Skills:** Application Programming Interfaces (APIs), Artificial Intelligence, Amazon Web Services, Lex (Software), Machine Learning, Sentiment Analysis, Amazon Connect, Chatbots, Large Language Models, Speech Synthesis, Functional Programming, Restful APIs, Amazon Lex
- **Published:** August 3, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=9f60de58dfb37bd4

## About the Role

* 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

## Description

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


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