Shape the future of digital customer engagement by leading architecture for chat and messaging platforms built on Amazon Connect. This role owns the full lifecycle of digital conversation flows across web and mobile, ensuring seamless, secure, and intelligent interactions between customers and systems.
Key Responsibilities
- Design and manage chat and messaging architecture across digital touchpoints, supporting asynchronous conversations and modern channel requirements
- Develop chat contact flows that ensure consistent experience: capturing intent, authentication, routing, queue management, and smooth handoffs from bots to agents
- Integrate AI-powered chatbots using Amazon Lex or equivalent, including intent modeling, fulfillment logic, and reliable fallback or escalation paths
- Enhance self-service capabilities through rich, intuitive digital interactions that improve containment, reduce friction, and increase resolution rates
- Optimize agent experience by configuring workflows in agent workspaces and integrating CRM, case, and knowledge systems to reduce handling time and improve service quality
- Define secure, scalable integration patterns between Amazon Connect and enterprise platforms such as CRM, identity services, and customer data systems
- Implement observability and analytics: logging, tracing, dashboards, transcript access, and feedback loops using sentiment analysis, conversation categorization, and search
- Ensure security, privacy, and compliance by design—covering PII handling, encryption, access controls, and data retention or redaction policies
- Lead as a senior technical contributor: guide design reviews, establish architectural standards, mentor engineers, and collaborate with Product, Engineering, and Contact Center teams
- Evaluate new Amazon Connect capabilities and drive internal alignment on technical and business impact
Qualifications
Must have a Bachelor’s degree in Computer Science, Engineering, or equivalent experience, plus:
- 5+ years in solution architecture or software engineering focused on digital customer experience, messaging, or contact center platforms
- 3+ years implementing Amazon Connect chat solutions in production, including chat flows, routing, and agent workflows
- 3+ years integrating chat experiences into web or mobile apps using APIs/SDKs with secure session and authentication patterns
- 3+ years building conversational AI systems (e.g., Amazon Lex) with fulfillment logic and agent escalation
- 3+ years improving agent workflows and integrating CRM and knowledge tools to reduce rework
- Experience applying AI in engineering—reusable prompts, guardrails, evaluation methods—to support modernization and developer efficiency
- Strong AWS fundamentals: IAM, Lambda, CloudWatch, and API design
- Proven integration skills with REST, event-driven systems, data contracts, and error handling
- Ability to lead through influence: create architecture documentation, lead technical sessions, and communicate effectively across disciplines
- Operational focus: monitoring, incident response, root cause analysis, and change management for customer-facing systems
Preferred Experience
- AWS certifications in Solutions Architect, DevOps, Developer, or specialty areas
- Experience with Contact Lens for chat analytics, including transcript processing and scalable integration of insights
- Designing asynchronous messaging with context persistence across devices and time gaps
- Infrastructure-as-Code and CI/CD pipelines using Terraform, CloudFormation, or CDK
- Collaborating with UX, content, and conversation designers to improve usability and containment
- Architecting unified experiences across chat, voice, and human-assisted channels with consistent routing and reporting
Work Environment
This role is remote-eligible within the U.S. Candidates in Minneapolis or Washington, D.C. must work in-office at least four days per week. The position leverages Amazon Connect, AWS, Lex, CRM systems, IAM, Lambda, CloudWatch, APIs, event-driven design, Terraform, CDK, Contact Lens, and conversational AI technologies.
Compensation & Benefits
Annual salary ranges from $134,600 to $230,800. Additional offerings include equity stock purchase, incentive and recognition programs, and 401k contribution. Comprehensive benefits support health, financial planning, and professional growth. Development paths and clear performance guidance are available.
