Freelance Amazon Connect AI Engineer

Employment Type: Part-Time / Contract

Role: Amazon Connect AI Engineer – Voice AI & IVR Modernization

About the Role

We are looking for an experienced Amazon Connect AI Engineer to modernize traditional DTMF-based IVR systems into intelligent, Voice AI-enabled conversational experiences. The ideal candidate will have strong hands-on expertise in Amazon Connect, Amazon Lex V2, AWS Lambda, serverless architecture, and enterprise system integrations.

You will be responsible for enhancing existing contact-center solutions while preserving critical business logic, authentication, call routing, queue configurations, and customer experience.

Key Responsibilities

• Design, develop, and maintain complex DTMF-based IVR systems using Amazon Connect.
• Migrate traditional keypad-based IVR flows to conversational Voice AI-enabled IVRs.
• Integrate Amazon Lex V2 intents, slots, speech recognition, and DTMF fallback with Amazon Connect.
• Develop and maintain Amazon Connect contact flows, flow modules, routing, queues, and error-handling logic.
• Build serverless integrations using AWS Lambda (Python/Node.js), API Gateway, DynamoDB, and other AWS services.
• Integrate REST APIs, CRM platforms, and enterprise backend applications.
• Preserve existing business logic, authentication, routing, and customer journeys during IVR modernization.
• Create and update end-to-end IVR architecture diagrams and call-flow documentation using Microsoft Visio.
• Perform integration testing, regression testing, troubleshooting, and production support.
• Support deployments through CI/CD pipelines and follow AWS security and engineering best practices.

Required Skills

• Strong hands-on experience with Amazon Connect.
• Proven experience designing and developing complex IVR and contact-flow solutions.
• Experience migrating DTMF-based IVRs to conversational Voice AI.
• Strong experience with Amazon Lex V2, including intents, slots, and fallback handling.
• AWS Lambda development using Python or Node.js.
• Experience with API Gateway, DynamoDB, S3, IAM, and CloudWatch.
• REST API development and enterprise system integrations.
• Understanding of speech recognition, DTMF fallback, authentication, routing, queues, and error handling.
• Experience with Microsoft Visio, IVR architecture diagrams, integration testing, and regression testing.
• Familiarity with CI/CD pipelines and deployment support.

Preferred Skills

• Amazon Bedrock and Generative AI / LLM-based applications.
• Amazon Connect Agentic Voice capabilities and Contact Lens.
• Conversational AI, NLP, prompt engineering, RAG, and AI agents.
• Healthcare or insurance contact-center experience.
• HIPAA compliance and secure handling of sensitive customer information.
• Enterprise CRM and contact-center integrations.

Ideal Candidate

A hands-on engineer who can independently modernize existing IVR environments, integrate Voice AI capabilities, maintain business continuity, and deliver reliable, secure, production-ready contact-center solutions.

Interested candidates: Apply through LinkedIn with your updated resume and relevant Amazon Connect / Lex V2 implementation experience.