About this role
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.
Benefits & Perks:
Home office;
Competitive compensation based on experience;
Career plans to allow for extensive growth in the company;
International Projects;
Oowlish English Program (Technical and Conversational);
Oowlish Fitness with Total Pass;
Games and Competitions;
You can also apply here:
Website: https://www.oowlish.com/work-with-us/
LinkedIn: https://www.linkedin.com/company/oowlish/jobs/
Instagram: https://www.instagram.com/oowlishtechnology/