Contact Center Technology Engineer

Join our Contact Center Technology team to revolutionize the Customer Care Operational experience for agents and customers. You'll lead various tasks supporting the overall contact center technology ecosystem and work on leading-edge technologies like Amazon Connect/AWS DynamoDb, Lambda, S3, Cloudwatch/logs.

Requirements

• 5+ years in Contact Center Technology or a related field.
• Direct experience with Amazon Connect/AWS DynamoDb, Lambda,S3, Cloudwatch/logs), Queues, Routing Profiles, Dynamic Routing, etc.
• Familiarity with contact center platforms and automated agent evaluation processes (e.g., Amazon Connect Contact Lens or similar AI powered QA frameworks).
• Familiarity with voice and data networking
• Expertise in connecting Amazon Connect (CCP/Kinesis, etc) with major CRM platforms (Salesforce, Zendesk) or proprietary internal CRM solutions.
• Experience in SQL, NodeJs or Python (or equivalent technical experience)
• Experience with AWS specialized services: Bedrock (GenAI), Comprehend (NLP), Transcribe (ASR), and Pinpoint (Engagement) or equivalent
• Proven ability to design seamless transitions between communication channels like Voice, Chat, and Email.
• Previous experience in the travel / hospitality industry is considered an asset.
• Proficiency in ticket management systems and a track record of contributing to clear, up-to-date technical documentation.
• Effectively connect with individuals at all levels internally and externally.
• Solid analytical, follow-up, and organizational skills.
• Proven track record to operate successfully in a time-sensitive and fast-paced environment.
• Illustrated history of living the values necessary to Priceline: Customer, Innovation, Team, Accountability and Trust.
• Unquestionable integrity and ethics is essential.

Benefits

• Flexible work arrangement (hybrid model)
• Equal opportunity employer
• Inclusive culture
• Proud of their diversity, equity, and inclusion efforts