17 days ago
Mexico City, MexicoSenior
Responsibilities
- Build AI-native self-service experiences, conversational agents, prompts, tool integrations, voice recovery behavior, and multilingual interactions using Amazon Connect, Amazon Q in Connect, Amazon Bedrock, and Claude.
- Engineer Amazon Connect contact flows, Cases, Tasks, Contact Lens, Customer Profiles, routing, outbound campaigns, workforce-management integrations, and contact center analytics.
- Develop serverless, event-driven backends and customer-facing Agent Workspace and portal experiences using AWS services, React, and the Amazon Connect Streams API.
- Author infrastructure as code, CI/CD pipelines, automated tests, monitoring, alerting, security baselines, and production rollout runbooks.
- Support platform migrations from Avaya, Genesys, Cisco, Oracle, and Salesforce to Amazon Connect.
- Work directly with customer engineering teams, run technical sessions and demos, provide knowledge transfer, contribute to architecture decisions, and mentor junior and mid-level engineers.
- Contribute reusable CDK constructs, skills, plugins, demo environments, and internal tooling, and support pre-sales proof-of-concept work when needed.
Requirements
- 7+ years of hands-on software engineering experience, including 2+ years building Amazon Connect or comparable enterprise-scale CCaaS platforms.
- Strong current experience with Amazon Connect contact flows, routing, Cases and Tasks, Contact Lens, Customer Profiles, Streams API, and Connect analytics.
- Hands-on conversational and generative AI experience with Amazon Lex, Amazon Bedrock, Amazon Q in Connect, or equivalent, including prompt engineering and tool calling.
- Strong TypeScript, Node.js, and Python skills; production React experience; and AWS serverless experience with Lambda, EventBridge, API Gateway, DynamoDB, Step Functions, and Kinesis.
- Infrastructure-as-code proficiency with AWS CDK or Terraform, including multi-account deployment patterns.
- Experience shipping and supporting production systems, automated testing, observability, incident debugging, and full-stack engineering.
- Clear customer-facing communication skills, including the ability to demo work, explain trade-offs, and run working sessions with client engineers.
- AWS certifications are preferred.
- Contact center migration experience and consulting or client-delivery experience are preferred.
- Experience in regulated industries, contact center operations, AI observability, or accessibility engineering is preferred.
Benefits
- 100% remote work.
- Medical insurance for employees and eligible dependents.
- Generous holidays and flexible paid time off.
- Competitive phantom equity.
- Paid exams and certifications.
- Peer bonus awards.
- State-of-the-art laptop and tools.
- Equipment and office stipend.
- Individual professional development plan and annual learning and development stipend.
- Work with a worldwide team and inclusive corporate culture.
Categories
Solutions Engineering
