Senior Systems Engineer (Contact Center)

TL;DR

Senior Systems Engineer (Contact Center): Designing, developing, and maintaining advanced Contact Center solutions and Telephony Platforms for a global operation with an accent on Amazon Connect and AWS integrations. Focus on building custom automations, optimizing system performance, and mentoring a global virtual team of engineers.

Location: Based in Chicago, US

Salary: $84,000–$114,000

Company

A global travel platform part of Booking Holdings, connecting people to destinations and experiences worldwide.

What you will do

• Lead the design of strategic Contact Center solutions aligned with organizational goals and customer experience objectives.
• Build and maintain custom applications, integrations, and automations for the telephony platform.
• Mentor and provide technical guidance to engineers through documentation and knowledge sharing.
• Ensure all solutions follow security best practices and comply with data privacy regulations.
• Optimize system performance and proactively monitor for technical issues.
• Collaborate with developers, network engineers, and vendors to deliver integrated solutions.

Requirements

• Minimum 5 years of hands-on experience with Amazon Connect.
• Expertise in building customized menus, routing logic, and phone number management.
• Proficiency in configuring Agent Workspace, CCP, and AI tools like Lex and Q.
• Strong integration and troubleshooting skills with AWS Lambda and Amazon Event Bridge.
• Must be authorized to work in the US (E-Verify participant).
• Good communication and collaboration skills in English.

Nice to have

• Background in AI development and software automation specifically for contact center environments.

Culture & Benefits

• Competitive base salary and eligibility for an annual bonus.
• Exposure to massive scale infrastructure, including one of Asia's largest OpenStack private clouds.
• Inclusive work environment that prioritizes diversity and merit-based growth.
• Opportunity to work within a diverse global team of over 7,000 people from 90 countries.