About the Role
We are looking for an AWS Contact Center AI Engineer to design, build, and support intelligent customer service experiences using Amazon Connect and AWS AI services. The ideal candidate will collaborate with business, data, and engineering teams to deliver secure, scalable, and measurable AI-powered contact center solutions that enhance customer engagement, automate support processes, and improve operational efficiency.
Key Responsibilities
- Design, develop, and deploy intelligent contact center solutions using Amazon Connect.
- Build conversational AI experiences using Amazon Lex for voice and chat interactions.
- Integrate Amazon Transcribe for speech-to-text processing and conversation analytics.
- Leverage Amazon Bedrock to build Generative AI-powered virtual assistants and agent-assist capabilities.
- Develop serverless integrations using AWS Lambda to automate business processes and backend workflows.
- Design and configure Amazon Connect Contact Flows for inbound, outbound, and self-service customer journeys.
- Integrate contact center platforms with CRM systems, enterprise applications, APIs, and knowledge bases.
- Monitor solution performance, customer interactions, and operational metrics to optimize service quality.
- Implement security, compliance, logging, and monitoring best practices for cloud-based contact center solutions.
- Collaborate with business stakeholders, solution architects, AI engineers, and customer experience teams to deliver scalable AI-driven customer service solutions.
Required Skills
- Hands-on experience with Amazon Connect
- Experience developing conversational AI using Amazon Lex
- Knowledge of Amazon Transcribe
- Experience building Generative AI applications using Amazon Bedrock
- Strong experience with AWS Lambda
- Hands-on experience designing Amazon Connect Contact Flows
- Proficiency in Python and AWS SDKs
Experience Requirements
- Up to 5 years of overall experience
- Minimum 1–2 years of relevant hands-on experience in Amazon Connect, AWS AI services, cloud contact centers, or related technologies
