AWS Connect Engineer with AI Designer
Location: Jersey City, NJ Duration: Long Term
Role Overview
We are looking for an experienced AWS Connect Engineer with AI Designer to design, implement, and optimize cloud-based contact center solutions using Amazon Connect, AWS AI/ML services, and conversational AI.
The ideal candidate will have strong hands-on expertise in Amazon Connect, contact flows, integrations, and AWS services, combined with the ability to design AI-powered customer and agent experiences using technologies such as Amazon Lex, Amazon Bedrock, Amazon Q, and generative AI.
Key Responsibilities
- Design, configure, and implement Amazon Connect contact center solutions.
- Develop complex Amazon Connect contact flows, IVR, routing, queues, prompts, and agent experiences.
- Integrate Amazon Connect with CRM, ticketing, databases, APIs, and third-party applications.
- Design AI-powered conversational experiences using Amazon Lex and Generative AI.
- Use Amazon Bedrock and/or Amazon Q to build AI assistants, agent-assist capabilities, knowledge retrieval, summarization, and automation.
- Design AI-driven customer journeys, including chatbots, voicebots, self-service, and intelligent routing.
- Integrate AWS AI services such as Lambda, Transcribe, Polly, Comprehend, and Kendra/knowledge-base technologies where appropriate.
- Create architectures for secure, scalable, and highly available contact center platforms.
- Develop APIs and serverless integrations using AWS Lambda, API Gateway, DynamoDB, S3, EventBridge, and Step Functions.
- Implement contact center analytics, monitoring, reporting, and performance optimization.
- Collaborate with business stakeholders, product teams, UX designers, and solution architects to translate requirements into AI-enabled customer experiences.
- Evaluate AI use cases and recommend practical solutions that improve customer experience, agent productivity, and operational efficiency.
- Implement security, IAM, logging, data protection, and compliance best practices.
- Troubleshoot production issues and continuously improve system performance and reliability.
- Prepare technical documentation, architecture diagrams, solution designs, and implementation guides.
Required Skills
Amazon Connect
- Strong hands-on experience with Amazon Connect.
- Expertise in Contact Flows, IVR, routing profiles, queues, prompts, hours of operation, and agent configuration.
- Experience with Amazon Connect APIs and SDKs.
- Knowledge of Contact Lens, analytics, call recording, and reporting.
- Experience integrating Amazon Connect with enterprise CRM and business applications.
AWS
- Strong knowledge of AWS Lambda, API Gateway, S3, DynamoDB, IAM, CloudWatch, EventBridge, and serverless architecture.
- Experience with AWS networking and security concepts.
- Familiarity with infrastructure-as-code tools such as Terraform or AWS CloudFormation.
- Understanding of CI/CD and DevOps practices.
AI / Generative AI
- Experience designing AI-powered conversational applications.
- Hands-on experience with Amazon Lex and conversational/voice bot design.
- Knowledge of Amazon Bedrock, foundation models, prompt engineering, RAG, embeddings, and knowledge bases.
- Experience designing AI agent-assist, call summarization, sentiment analysis, intent detection, or automated customer-service solutions.
- Understanding of responsible AI, data privacy, guardrails, and hallucination mitigation.
Development & Integration
- Proficiency in at least one programming language, preferably Python, JavaScript/TypeScript, or Java.
- Strong understanding of REST APIs, JSON, webhooks, authentication, and event-driven architectures.
- Experience integrating cloud applications with enterprise systems.
Preferred Qualifications
- AWS certifications such as AWS Certified Solutions Architect, Developer, or AI Practitioner.
- Experience with Amazon Connect Customer Profiles and third-party CRM platforms such as Salesforce, ServiceNow, or Microsoft Dynamics.
- Experience with conversational AI, voice AI, or contact-center transformation projects.
- Knowledge of RAG architectures, vector databases, prompt engineering, and LLM orchestration.
- Experience with Agile/Scrum delivery methodologies.
- Strong communication, stakeholder management, and solution-design skills.
Education
Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent professional experience.
Key Deliverables
- Scalable Amazon Connect architecture and implementation.
- AI-powered voice and conversational customer journeys.
- Intelligent IVR and self-service solutions.
- AI agent-assist and automated summarization capabilities.
- Secure integrations between Amazon Connect, AWS services, CRM, and enterprise applications.
- Technical documentation and architecture standards.
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