JD:
Key Responsibilities Design, develop, and support Amazon Connect contact center solutions, including contact flows, routing profiles, queues, and Lambda integrations Implement AI-powered conversational experiences using Amazon Lex, Amazon Bedrock, or third-party LLMs Build agentic AI workflows where autonomous agents can reason, take actions, call APIs, and orchestrate multi-step customer interactions Integrate Amazon Connect with backend systems (CRM, ticketing, databases) using AWS Lambda, API Gateway, and Step Functions Develop intelligent virtual agents and agent assist solutions, including real-time recommendations, summarization, and next-best actions Leverage speech analytics, sentiment analysis, and transcription using Amazon Transcribe and Amazon Comprehend Optimize call flows and AI logic based on business rules, customer intent, and real-time context Ensure scalability, security, and performance across all AI and Connect components Collaborate with product owners, AI architects, and business stakeholders to translate requirements into working solutions Support production issues, enhancements, and continuous improvement of AI-driven contact center platforms Required Skills & Experience 8+ years of overall experience with AWS Cloud, with 3+ years of hands-on Amazon Connect experience Strong experience with Amazon Lex, Lambda, API Gateway, and IAM Hands-on experience implementing AI/LLM-based solutions (Amazon Bedrock, OpenAI, Anthropic, or similar) Proven experience with agentic AI patterns (tool calling, orchestration, decision-making agents, workflow-driven AI) Strong programming skills in Python or Node.js Experience building event-driven and serverless architectures on AWS Knowledge of contact center KPIs, call routing strategies, and omnichannel flows Experience integrating with CRMs (Salesforce, ServiceNow, Zendesk, etc.) Strong debugging, performance tuning, and troubleshooting skills Nice to Have Experience with Agent Assist, real-time transcription, or call summarization Knowledge of RAG (Retrieval Augmented Generation) patterns for customer support use cases Experience with Step Functions, DynamoDB, or Aurora AWS certifications (AWS Solutions Architect, AI/ML Specialty, or Connect-related experience) Prior experience modernizing legacy contact centers to Amazon Connect
Never miss an opportunity! Create an alert based on the job you applied for.
