Senior Amazon Connect Engineer, Conversational AI

This is a fully remote position, open to applicants in Mexico, +5 more countries.

📋 Description

• Create and develop enterprise contact center solutions utilizing Amazon Connect.

• Design and sustain contact flows, routing strategies, Customer Profiles, Cases, Tasks, and other functionalities of Amazon Connect.

• Construct AI-driven self-service and conversational experiences leveraging Amazon Connect AI features and Amazon Bedrock.

• Develop AI agents with tool-calling integrations, business workflows, authentication processes, and necessary guardrails.

• Implement conversational AI functionalities such as escalation to human agents, fallback handling, and error recovery.

• Create backend integrations utilizing AWS Lambda and serverless AWS services.

• Develop serverless and event-driven architectures employing EventBridge, Step Functions, SQS/SNS, DynamoDB, and Kinesis.

• Design custom agent and administrative interfaces using React and the Amazon Connect Streams API.

• Integrate contact center solutions with CRM and enterprise systems.

• Construct Infrastructure as Code using AWS CDK and/or Terraform.

• Develop and manage CI/CD pipelines along with automated testing.

• Implement monitoring, observability, and alerting systems for production contact center and AI workloads.

• Diagnose intricate production issues across voice, chat, backend services, and AI agents.

• Assist in transitioning from legacy contact center platforms to contemporary cloud-based solutions.

• Participate in technical decisions, implementations, production rollouts, and knowledge sharing with customer engineering teams.

⛳️ Requirements

• Over 7 years of practical software engineering experience.

• A minimum of 2 years in building enterprise-scale solutions with Amazon Connect or similar CCaaS platforms.

• Extensive hands-on experience in developing modern cloud applications utilizing AWS.

• Experience in creating conversational AI or Generative AI solutions.

• Proficient in TypeScript/Node.js and Python development.

• Experience in production-level React development.

• Strong background in AWS serverless engineering.

• Familiarity with Infrastructure as Code.

• Experience in deploying and maintaining production systems.

• Excellent customer-facing communication abilities.

• Strong written and verbal communication skills in English.

• In-depth experience with Amazon Connect, including Contact Flows, Routing, Customer Profiles, Cases and Tasks, Contact Lens, and Streams API.

• Practical experience with LLM-based development.

• Familiarity with Amazon Bedrock, Amazon Q in Connect, or similar Generative AI technologies.

• Experience in Prompt Engineering.

• Knowledge of implementing AI tool calling and external API integrations.

• AWS serverless expertise including AWS Lambda, EventBridge, API Gateway, DynamoDB, and Step Functions.

• Experience with Infrastructure-as-Code using AWS CDK or Terraform.

• Background in automated testing and CI/CD methodologies.

• Experience in implementing monitoring and observability systems.

🏝️ Benefits

• Home office flexibility.

• Competitive salary based on experience.

• Career plans that promote extensive growth within the company.

• Opportunities to work on international projects.

• Oowlish English Program (Technical and Conversational).

• Oowlish Fitness with Total Pass.

• Engaging games and competitions.