Expedia Group · 18 hours ago
Senior Amazon Connect Engineer
Washington - Seattle Campus
Full-time
Onsite
Senior Level, Lead/Staff
$184K/yr - $258K/yr
8+ years expExpedia Group is a leader in global travel technology, dedicated to creating innovative solutions for customers and partners. They are seeking a Senior Amazon Connect Engineer to design and implement cloud-based contact center solutions that enhance customer service experiences using Amazon Connect and AWS services.
CommunitiesInternetReservationsTask ManagementTechnical SupportTicketingTourismTransportationTravel
Responsibilities
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, ServiceNow, Zendesk)
Implement and manage serverless integrations and event-driven components using services such as Lambda, API Gateway, Kinesis, EventBridge, SNS/SQS, DynamoDB, 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 CloudWatch logging/metrics, Amazon Connect Analytics, QuickSight dashboards, CTR data analysis, and reporting
Define and implement Infrastructure as Code and CI/CD pipelines using tools such as CloudFormation, CDK, Terraform, and GitHub Actions/Jenkins/CircleCI, 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
Qualification
Required
8+ years of professional experience in software/cloud engineering or contact center solutions (if you've had a significant impact with fewer years, we still encourage you to apply)
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 production, including Lambda, API Gateway, DynamoDB, S3, IAM, CloudWatch, Kinesis, EventBridge
At least 2 years of enterprise experience with Telephony/VoIP (SIP trunking, PSTN routing) and at least 2 years with contact center/WebRTC technologies
Proven experience architecting and integrating Amazon Connect with CRM, WFM, analytics, and other enterprise systems
Strong programming skills in JavaScript/Node.js and/or Python for Lambda and integration development
Experience with REST APIs, JSON, webhooks, and secure authentication patterns
Solid understanding of contact center KPIs and CX best practices (e.g., SLA, AHT, ASA, occupancy, service level) and how to design solutions that improve them
Experience with Infrastructure as Code (CloudFormation, CDK, or Terraform) and CI/CD tooling
Demonstrated experience producing technical design documents, solution blueprints, and architecture governance artifacts
Strong communication skills and experience leading discovery sessions and technical workshops with clients and stakeholders
Bachelor's degree in Computer Science, Engineering, or a related field, or equivalent practical experience (for example, industry experience, military service, or non-traditional technical paths)
Preferred
Experience working in large, distributed organizations and collaborating across multiple engineering, product, and operations teams
Hands-on experience with Amazon Connect analytics and reporting, including CTR data pipelines into BI tools or reporting
Experience optimizing cost and performance of contact center solutions at scale
Background in coaching and mentoring engineers or leading small engineering teams
Benefits
Medical/dental/vision
Paid time off
Employee Assistance Program
Wellness & travel reimbursement
Travel discounts
International Airlines Travel Agent (IATAN) membership
Company
Expedia Group
At Expedia Group (NASDAQ: EXPE), we believe travel is a force for good – it opens minds, builds connections, and bridges divides.
10001+ employees
H1B Sponsorship
Expedia Group has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (519)
2024 (410)
2023 (382)
2022 (629)
2021 (483)
2020 (366)
Funding
Current Stage
Public CompanyTotal Funding
$4.25BKey Investors
TCV
2025-02-21Post Ipo Debt· $985M
2020-04-23Post Ipo Equity· $1.2B
2020-04-23Post Ipo Debt· $2B
Leadership Team
Ariane Gorin
Chief Executive Officer
Ramana Thumu
Chief Technology Officer
Recent News
2026-01-23
2026-01-22
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