IW
AI Engineer - Contact Center
Info Way Solutions LLC
- 🇮🇳 India
- On-site
- Mid level
- 7 hours ago
- AWS
- Amazon Connect
- Machine Learning
- AI
- Amazon Bedrock
- RAG
- Incident Response
- AWS Lambda
- API Gateway
- DynamoDB
- Python
- TypeScript
- CRM
- IaC
- Terraform
- CI/CD
- IAM
- REST API
- AWS IAM
- CloudWatch
- Agile
- Scrum
7 hours ago
We are looking for an experienced AWS Connect Platform Engineerto design, build, enhance, and support cloud-based contact center solutions using Amazon Connect and related AWS services. The ideal candidate will combine strong hands-on engineering skills with practical contact center domain knowledge and experience delivering scalable, secure, and highly available customer engagement platforms. The role will also deliver production-grade generative AI and LLM capabilities for conversational self-service and real-time agent assistance.
Key Responsibilities
- Design, develop, configure, and maintain Amazon Connect contact center solutions, including contact flows, routing profiles, queues, prompts, hours of operation, and user/security configurations.
- Build conversational and self-service experiences using Amazon Lex V2, integrating them with Amazon Connect for voice and chat use cases.
- Design and implement GenAI/LLM-powered experiences using Amazon Connect AI agents and Amazon Bedrock, including agentic self-service, real-time agent assistance, custom prompts, knowledge bases, retrieval-augmented generation (RAG), tools/actions, and seamless human handoff.
- Configure and optimize Amazon Lex V2 assisted NLU in Primary and Fallback modes to improve intent classification and slot resolution; build test sets, tune intent and slot definitions, and validate accuracy before production rollout.
- Build, integrate, and evaluate real-time voice experiences using Amazon Nova Sonic speech-to-speech capabilities and current Amazon Connect agentic voice patterns, with emphasis on natural turn-taking, low latency, resilience, and escalation paths.
- Establish responsible AI and LLM operational controls, including prompt and configuration versioning, guardrails, PII and data handling, access control, evaluation, observability, cost management, and incident response.
- Develop serverless integrations using AWS Lambda, API Gateway, S3, and DynamoDB to support contact center workflows, data retrieval, event processing, and backend system integrations.
- Develop and maintain production-quality automation and integration components using Python and TypeScript.
- Integrate Amazon Connect with enterprise applications, CRM systems, APIs, and other internal or third-party platforms.
- Implement Infrastructure as Code using Terraform for repeatable, controlled, and auditable AWS environment provisioning.
- Build and maintain CI/CD pipelines for application code and infrastructure deployments across development, test, and production environments.
- Apply AWS security, IAM, logging, monitoring, resiliency, and operational best practices across the Amazon Connect ecosystem.
- Troubleshoot complex issues across Amazon Connect, AWS services, integrations, and customer interaction flows; perform root-cause analysis and drive permanent fixes.
- Partner with product owners, architects, developers, operations teams, and contact center stakeholders to translate business requirements into technical solutions.
- Create and maintain technical documentation, runbooks, deployment procedures, and platform standards.
- Contribute to platform modernization, performance optimization, automation, and continuous improvement initiatives.
- 7+ years of overall IT / software engineering experience, with at least 3 years of relevant hands-on experience in Amazon Connect and contact center technologies.
- Strong working knowledge of Amazon Connect, including contact flows, routing, queues, agents, security profiles, and operational troubleshooting.
- Hands-on experience with Amazon Lex, AWS Lambda, Amazon API Gateway, Amazon S3, and Amazon DynamoDB.
- Hands-on experience with Amazon Bedrock and Amazon Connect AI agents, including agentic assistance and/or self-service, prompt configuration, knowledge-base integration, RAG, guardrails, and tool/API actions.
- Practical experience configuring and testing Amazon Lex V2 assisted NLU for intent classification and slot resolution, including Primary and Fallback modes, confidence thresholds, bot test sets, and production readiness validation.
- Experience building or integrating real-time conversational voice AI using Amazon Nova Sonic speech-to-speech capabilities and/or Amazon Connect agentic voice, including latency, interruption handling, fallback, and human escalation considerations.
- Working knowledge of LLM and AI-agent evaluation methods and metrics, such as task completion, containment, intent accuracy, groundedness, hallucination risk, response latency, cost, and customer or agent outcomes.
- Strong programming and scripting capability in Python; working experience with TypeScript for application or infrastructure development.
- Experience designing and consuming REST APIs and integrating cloud services with enterprise systems.
- Hands-on experience with CI/CD concepts and tools for automated build, test, and deployment workflows.
- Practical experience with Terraform and Infrastructure as Code practices.
- Good understanding of AWS IAM, CloudWatch, logging, monitoring, security controls, and high-availability design principles.
- Solid contact center domain knowledge, including IVR, call routing, queue management, agent experience, customer journeys, and contact center operational concepts.
- Experience working in Agile / Scrum delivery environments with cross-functional engineering and business teams.
Thanks
Amol
AI Engineer - Contact Center · Info Way Solutions LLC