Senior Amazon Connect Engineer (Conversational AI)

About the Role

We are looking for an experienced Senior Amazon Connect Engineer to build enterprise-scale contact center and conversational AI solutions using Amazon Connect, AWS serverless technologies, and Generative AI.

This is a highly hands-on engineering role where you'll build contact flows, AI agents, serverless integrations, and custom agent experiences while helping modernize large-scale customer service platforms. You'll work across Amazon Connect, Amazon Bedrock, conversational AI, full-stack development, and cloud-native architectures.

The ideal candidate combines deep experience with Amazon Connect or enterprise CCaaS with strong software engineering fundamentals and hands-on experience building AI-powered conversational experiences. You'll also work directly with customer engineering teams, contributing to technical decisions, implementations, production releases, and knowledge transfer.

Key Responsibilities:

• Design and build enterprise contact center solutions using Amazon Connect.
• Develop and maintain contact flows, routing strategies, Customer Profiles, Cases, Tasks, and other Amazon Connect capabilities.
• Build AI-powered self-service and conversational experiences using Amazon Connect AI capabilities and Amazon Bedrock.
• Develop AI agents with tool-calling integrations, business workflows, authentication flows, and appropriate guardrails.
• Implement conversational AI behaviors including escalation to human agents, fallback handling, and error recovery.
• Develop backend integrations using AWS Lambda and serverless AWS services.
• Build serverless and event-driven solutions using technologies such as EventBridge, Step Functions, SQS/SNS, DynamoDB, and Kinesis.
• Develop custom agent and administrative experiences using React and Amazon Connect Streams API.
• Integrate contact center solutions with CRM and enterprise platforms.
• Build Infrastructure as Code using AWS CDK and/or Terraform.
• Develop and maintain CI/CD pipelines and automated testing.
• Implement monitoring, observability, and alerting for production contact center and AI workloads.
• Troubleshoot complex production issues across voice, chat, backend services, and AI agents.
• Support migrations from legacy contact center platforms to modern cloud-based solutions.

Requirements:

• 7+ years of hands-on software engineering experience.
• 2+ years building enterprise-scale solutions with Amazon Connect or comparable Contact Center as a Service (CCaaS) platforms.
• Strong hands-on experience developing modern cloud applications using AWS.
• Experience building conversational AI or Generative AI solutions.
• Strong TypeScript/Node.js and Python development experience.
• Production React development experience.
• Strong AWS serverless engineering experience.
• Experience with Infrastructure as Code.
• Experience deploying and supporting production systems.
• Strong customer-facing communication skills.
• Strong written and verbal English communication skills.

Must Have:

• Strong Amazon Connect experience, including:
  • Contact Flows
  • Routing
  • Customer Profiles
  • Cases and Tasks
  • Contact Lens
  • Streams API
  • Experience building Conversational AI solutions.
  • Hands-on experience with LLM-based development.
  • Experience with Amazon Bedrock, Amazon Q in Connect, or equivalent Generative AI technologies.
  • Experience with Prompt Engineering.
  • Experience implementing AI tool calling and external API integrations.
  • Strong TypeScript/Node.js development experience.
  • Strong Python development experience.
  • Production experience with React.
  • Strong AWS serverless experience, including technologies such as:
    • AWS Lambda
    • EventBridge
    • API Gateway
    • DynamoDB
    • Step Functions
    • Infrastructure-as-Code experience with AWS CDK or Terraform.
    • Experience building and supporting production systems.
    • Experience with automated testing and CI/CD.
    • Experience implementing monitoring and observability.

Nice to Have:

• Amazon Lex experience.
• Experience with multi-agent AI architectures.
• Experience implementing AI guardrails and hallucination mitigation.
• AI observability experience, including latency, trace, token, and cost analysis.
• Amazon Connect Contact Lens experience.
• Amazon Connect Workforce Management (WFM) experience.
• Contact center analytics experience.
• Experience with AWS Glue, Lake Formation, Athena, or QuickSight.
• Experience migrating from legacy contact center platforms such as:
  • Avaya
  • Genesys
  • Cisco
  • Oracle
  • Salesforce
  • Experience with CRM integrations, including Salesforce or ServiceNow.
  • Experience with contact center operations and metrics such as AHT, CSAT, SLA/TAT, and containment.
  • Experience with accessibility standards such as WCAG 2.1 AA or Section 508.
  • Experience working in regulated environments such as healthcare, financial services, or government.
  • AWS certifications.