Job ID: 2611087
Location: Remote Work, MS, US
Date Posted: 2026-04-07
Category: Engineering and Sciences
Subcategory: Systems Engineer
Schedule: Full-Time
Shift: Day Job
Travel: No
Minimum Clearance Required: None
Clearance Level Must Be Able to Obtain: Public Trust
Potential for Remote Work: ORA_REMOTE
Description About This Role SAIC is looking for a hands-on Principal Engineer to lead the design, build, and delivery of AI-enabled contact center solutions on AWS. You will work at the intersection of conversational AI, enterprise IT service management, and cloud-native architecture - building solutions that transform how organizations deliver IT support to their users.
This is a builder role. You will be writing code, configuring AI pipelines, and deploying integrations in production environments - not directing others to do so. You will also be building solution components that scale across multiple client engagements, creating lasting practice value beyond any single deployment.
If you are currently building on Amazon Connect, AWS Bedrock, and Amazon Q - and you understand how those capabilities connect to enterprise ITSM platforms like ServiceNow - we want to talk to you.
What You'll Do Architect and deliver AI-enabled contact center solutions on AWS - from conversational AI design through ITSM integration and compliance reporting
Build and maintain conversational AI pipelines using Amazon Lex, Bedrock, and Amazon Q - grounded in enterprise IT service management vocabulary and workflow patterns
Design and implement bidirectional integrations between AWS contact center services and ServiceNow - automated ticket creation, workflow triggers, real-time agent assist, and record enrichment
Build knowledge management pipelines that keep AI grounding data current as organizational knowledge evolves - ensuring AI responses reflect accurate, up-to-date information
Implement real-time monitoring and analytics using Amazon Connect Contact Lens - interaction quality, sentiment analysis, SLA tracking, and compliance alerting
Design automated reporting pipelines that aggregate contact center, AI, and ITSM data into unified compliance and performance dashboards
Build proactive and agentic capabilities - event-driven architectures that detect and resolve issues autonomously, integrated with enterprise ITSM workflows
Develop reusable solution assets - intent libraries, integration patterns, automation frameworks, and reporting templates deployable across multiple client environments
Support client pursuits with technically accurate capability demonstrations and RFP responses
The Environment You'll Work In Federal and civilian government IT services - compliance posture and security controls matter in everything you build
ServiceNow as the primary ITSM backbone - deep integration experience is essential
Active AWS strategic partnership - you will have access to AWS partner resources, co-sell support, and roadmap visibility
Multi-client delivery model - what you build for one client should be deployable to the next
Fast-moving AI landscape - the services you work with are evolving quarterly and you are expected to keep pace
What Makes This Role Different You are not maintaining someone else's architecture. You are reconstituting and modernizing a solution stack against a materially evolved AWS AI/ML service landscape - then building it into a scalable practice platform.
The intent libraries you build, the knowledge pipelines you design, the integration patterns you establish - these become practice IP that compounds in value across every subsequent client deployment. You are building something that lasts.
Qualifications What You BringRequired 8-12 years of software engineering or cloud architecture experience
4+ years of hands-on AWS production deployment experience
2+ years of hands-on Amazon Connect experience in production environments
Current, active experience with AWS AI/ML services - Bedrock, Amazon Q, Contact Lens - this stack has changed materially in the past 18 months and recency matters as much as total experience
Demonstrated experience building bidirectional integrations between AWS and ServiceNow in production environments
Proficiency in Python for Lambda development, automation, and integration engineering
Working knowledge of ITIL principles - incident, request, change, and knowledge management vocabulary and workflow patterns
Awareness of FedRAMP compliance requirements and AWS GovCloud vs. commercial region capability differences
Core Technical Skills Amazon Connect - contact flows, routing, agent desktop, Contact Lens
AWS Bedrock - foundation model access, prompt engineering, RAG via Knowledge Bases, Bedrock Agents
Amazon Lex V2 - intent architecture, dialog management, voice and chat channel configuration
Amazon Q Business - enterprise knowledge orchestration, ServiceNow connector, retrieval pipeline design
Amazon Kendra - index configuration, data source connectors, relevance tuning
AWS Lambda, EventBridge, Step Functions, API Gateway - serverless orchestration and event-driven architecture
ServiceNow - Flow Designer, Integration Hub, REST API, CTI framework configuration
Amazon CloudWatch, QuickSight - monitoring, alerting, dashboard and reporting design
Preferred AWS Certified Solutions Architect, Developer, or Machine Learning certifications
ITIL Foundation certification or higher
Experience with Azure OpenAI RBAC configuration
Familiarity with WEM platform integration with Amazon Connect (NICE, Calabrio, or Verint)
Background in proactive remediation or AIOps architecture patterns
Experience building multi-tenant or multi-client solution architectures
Target salary range: $120,001 - $160,000. The estimate displayed represents the typical salary range for this position based on experience and other factors.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
- Dice Id: 10111346
- Position Id: 2611087
- Posted 3 hours ago
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