Senior Amazon Connect Engineer (Conversational AI)

3 days ago

Bogotá, Colombia or Mexico City, MexicoSenior

Responsibilities

Design and build enterprise contact center solutions using Amazon Connect, including contact flows, routing strategies, Customer Profiles, Cases, Tasks, and Contact Lens.
Develop conversational AI and generative AI self-service experiences and agents using Amazon Connect capabilities, Amazon Bedrock, tool calling, business workflows, authentication, guardrails, escalation, fallback handling, and error recovery.
Build backend integrations and event-driven serverless solutions using AWS Lambda, EventBridge, Step Functions, SQS/SNS, DynamoDB, and Kinesis.
Develop custom agent and administrative experiences using React and the Amazon Connect Streams API.
Integrate contact center systems with CRM and enterprise platforms.
Build infrastructure as code with AWS CDK and/or Terraform and maintain CI/CD pipelines and automated testing.
Implement monitoring, observability, and alerting for production contact center and AI workloads.
Troubleshoot production issues across voice, chat, backend services, and AI agents.
Support migrations from legacy contact center platforms and collaborate with customer engineering teams on technical decisions, implementations, releases, and knowledge transfer.

7+ years of hands-on software engineering experience.
2+ years building enterprise-scale solutions with Amazon Connect or comparable CCaaS platforms.
Strong hands-on AWS cloud application and serverless engineering experience.
Experience building conversational AI or generative AI solutions, including LLM-based development, prompt engineering, AI tool calling, and external API integrations.
Strong TypeScript/Node.js and Python development experience.
Production React development experience.
Experience with infrastructure as code, production deployments and support, automated testing, CI/CD, monitoring, and observability.
Strong customer-facing communication skills and strong written and verbal English communication skills.
Preferred experience includes Amazon Lex, multi-agent AI architectures, AI guardrails, hallucination mitigation, AI observability, Amazon Connect Workforce Management, contact center analytics, AWS Glue, Lake Formation, Athena, QuickSight, legacy platform migrations, Salesforce or ServiceNow integrations, contact center metrics, WCAG 2.1 AA or Section 508, regulated environments, and AWS certifications.

51-200 employees