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# Contact Center Engineer

- **Company:** Amazon.com, Inc.
- **Location:** Parsippany-Troy Hills, NJ, United States
- **Experience:** Experienced
- **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:** September 27, 2026
- **Apply:** https://www.juju.com/job/16_83c4d7011

## 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

## 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., * 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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