About the Role
The role involves developing and maintaining contact center technologies using Amazon Connect and LEX, with integration into Bedrock for advanced AI capabilities. The engineer will support deployment, troubleshooting, and optimization of cloud-based customer service platforms.
Responsibilities
- Design and configure Amazon Connect instances to meet business requirements
- Develop conversational flows using Amazon LEX for automated customer interactions
- Integrate LEX bots with Bedrock for generative AI-enhanced responses
- Implement secure and scalable cloud architectures on AWS
- Collaborate with development teams to ensure system interoperability
- Monitor system performance and resolve technical issues promptly
- Document technical designs and operational procedures
- Support migration of legacy contact center systems to cloud platforms
- Ensure compliance with data protection and privacy standards
- Optimize voice and chat routing logic within Connect
- Troubleshoot integration problems between Connect, LEX, and backend services
- Write and maintain infrastructure-as-code using tools like CloudFormation or Terraform
- Participate in agile development cycles and sprint planning
- Conduct testing and validation of new features before deployment
- Provide technical guidance during system upgrades and enhancements
Nice to Have
- Experience with machine learning pipelines in AWS
- Exposure to contact center metrics and performance monitoring tools
- Familiarity with Salesforce or other CRM integrations
- Knowledge of speech recognition and text-to-speech systems
- Background in full-stack development
- Certifications in AWS solutions architecture or developer roles
Compensation
Competitive, based on experience
Work Arrangement
Hybrid
Team
Collaborative engineering team focused on cloud-based contact center solutions
Project Duration
Initial assignment expected to last 6-12 months with potential for extension
Start Date
Immediate start preferred; candidate should be available within two weeks of offer
Work Location
Hybrid model with primary location in major metro area; remote work options available with periodic on-site requirements
Security Requirements
Candidate must be able to pass background check and maintain confidentiality of client data
Technical Environment
AWS cloud platform, Amazon Connect, LEX, Bedrock, Lambda, CloudFormation, GitHub, Jira
Available for qualified candidates
