AWS Connect Conversational AI Engineer (Agentic AI Focus)

Chantilly, VA - USA

Monthly Salary: Not Disclosed

Posted on: 23 hours ago

Vacancies: 1 Vacancy

Job Summary

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 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

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 au...

JD: