AWS Connect Platform AI Engineer

Job Summary

Help design, build and continuously improve the clients online platform.

Location: Chennai

Responsibilities

• Research, suggest and implement new technology solutions following best practices/standards.
• Take responsibility for the resiliency and availability of different products.
• Be a productive member of the team.

Requirements

• 7+ years of overall IT/software engineering experience, including at least 3 years of hands-on Amazon Connect and contact center experience.
• Experienced AWS Connect AI Engineer to design, develop, enhance, and support cloud-based contact center solutions using Amazon Connect and AWS services.
• Strong hands-on engineering skills with contact center domain expertise to deliver scalable, secure, highly available customer engagement platforms and production-grade GenAI/LLM capabilities for conversational self-service and real-time agent assistance.
• Design, develop, configure, and maintain Amazon Connect solutions, including contact flows, routing profiles, queues, prompts, operating hours, agents, and security configurations.
• Build conversational and self-service experiences using Amazon Lex V2 for voice and chat use cases.
• Design and implement GenAI/LLM-powered solutions using Amazon Connect AI agents and Amazon Bedrock, including agentic self-service, real-time agent assistance, RAG, knowledge bases, prompts, tools/actions, and human handoff.
• Configure and optimize Amazon Lex V2 assisted NLU for intent classification and slot resolution, including Primary and Fallback modes.
• Build and evaluate real-time conversational voice experiences using Amazon Nova Sonic and Amazon Connect agentic voice capabilities.
• Implement responsible AI practices covering guardrails, PII/data handling, access control, evaluation, observability, cost management, and incident response.
• Develop serverless integrations using AWS Lambda, API Gateway, S3, and DynamoDB.
• Develop production-grade automation and integration components using Python and TypeScript.
• Integrate Amazon Connect with CRM systems, enterprise applications, APIs, and third-party platforms.
• Implement Terraform-based Infrastructure as Code for repeatable and auditable AWS deployments.
• Build and maintain CI/CD pipelines across development, testing, and production environments.
• Apply AWS best practices for IAM, security, logging, monitoring, resiliency, and high availability.
• Troubleshoot complex platform and integration issues, perform root-cause analysis, and implement permanent fixes.
• Collaborate with architects, product owners, developers, operations teams, and contact center stakeholders to translate business requirements into technical solutions.
• Maintain technical documentation, runbooks, deployment procedures, and platform standards.
• Contribute to platform modernization, automation, performance optimization, and continuous improvement.
• Strong expertise in Amazon Connect, including contact flows, routing, queues, agents, security profiles, and troubleshooting.
• Hands-on experience with Amazon Lex V2, Lambda, API Gateway, S3, and DynamoDB.
• Hands-on experience with Amazon Bedrock and Amazon Connect AI agents, including agentic assistance/self-service, prompt configuration, knowledge bases, RAG, guardrails, and tool/API actions.
• Experience configuring and testing Lex V2 assisted NLU, including intent classification, slot resolution, Primary/Fallback modes, confidence thresholds, and bot test sets.
• Experience with real-time conversational voice AI using Amazon Nova Sonic and/or Amazon Connect agentic voice.
• Understanding of AI-agent evaluation metrics such as task completion, containment, intent accuracy, groundedness, hallucination risk, latency, cost, and customer/agent outcomes.
• Strong Python programming skills and working experience with TypeScript.
• Experience with REST APIs, cloud integrations, CI/CD, Terraform, and Infrastructure as Code.
• Good understanding of AWS IAM, CloudWatch, logging, monitoring, security, and high-availability architecture.
• Strong understanding of contact center concepts including IVR, call routing, queue management, agent experience, and customer journeys.
• Experience working in Agile/Scrum environments.
• Strong analytical, troubleshooting, communication, and stakeholder-management skills.
• Knowledge of PSTN, SIP, DID/toll-free numbers, call routing, codecs, and voice connectivity.
• Understanding of DNS, TCP/IP, firewalls, security groups, VPCs, subnets, routing, VPNs, and private connectivity.
• Experience integrating Amazon Connect with CRM, workforce management, analytics, call recording, or reporting platforms.
• Exposure to EventBridge, SNS, SQS, Kinesis, or CloudFormation.
• Knowledge of Amazon Bedrock Knowledge Bases, Guardrails, vector search, model/prompt evaluation, responsible AI, and GenAI security.
• Relevant AWS or cloud/contact-center certifications.
• Hands-on engineer capable of independently owning technical design, development, deployment, and production support.
• Comfortable working across both Amazon Connect platform configuration and custom software integrations.
• Able to translate contact center business processes into reliable and user-friendly technical solutions.
• Capable of balancing deterministic contact flows with AI-driven automation, while applying appropriate human oversight and measurable quality controls.
• Strong focus on automation, maintainability, security, performance, and operational excellence.

Experience

• 5+ years

Job Type

• Permanent

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.