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 (with some pretty cool offices), and career development resources, all to fuel our employees' passion for travel and ensure a rewarding career journey. We’re building a more open world. Join us.
Senior Amazon Connect Engineer
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 DevOps skills to solve real customer and agent experience challenges.
In this role you will:
- 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.
Experience & Qualifications:
- 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 qualifications:
- 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.
#LI-MC1
The total cash range for this position in Seattle is $184,500.00 to $258,000.00. Employees in this role have the potential to increase their pay up to $295,000.00, which is the top of the range, based on ongoing, demonstrated, and sustained performance in the role.
Starting pay for this role will vary based on multiple factors, including location, available budget, and an individual’s knowledge, skills, and experience. Pay ranges may be modified in the future.
Expedia Group is proud to offer a wide range of benefits to support employees and their families, including medical/dental/vision, paid time off, and an Employee Assistance Program. To fuel each employee’s passion for travel, we offer a wellness & travel reimbursement, travel discounts, and an International Airlines Travel Agent (IATAN) membership. View our full list of benefits.
Accommodation requests
If you need assistance with any part of the application or recruiting process due to a disability, or other physical or mental health conditions, please reach out to our Recruiting Accommodations Team through the Accommodation Request.
We are proud to be named as a Best Place to Work on Glassdoor in 2024 and be recognized for award-winning culture by organizations like Forbes, TIME, Disability:IN, and others.
Expedia Group's family of brands includes: Brand Expedia®, Hotels.com®, Expedia® Partner Solutions, Vrbo®, trivago®, Orbitz®, Travelocity®, Hotwire®, Wotif®, ebookers®, CheapTickets®, Expedia Group™ Media Solutions, Expedia Local Expert®, CarRentals.com™, and Expedia Cruises™. © 2024 Expedia, Inc. All rights reserved. Trademarks and logos are the property of their respective owners. CST: 2029030-50
Employment opportunities and job offers at Expedia Group will always come from Expedia Group’s Talent Acquisition and hiring teams. Never provide sensitive, personal information to someone unless you’re confident who the recipient is. Expedia Group does not extend job offers via email or any other messaging tools to individuals with whom we have not made prior contact. Our email domain is @expediagroup.com. The official website to find and apply for job openings at Expedia Group is careers.expediagroup.com/jobs.
Expedia is committed to creating an inclusive work environment with a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. This employer participates in E-Verify. The employer will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from each new employee's I-9 to confirm work authorization.