Sr Conversational AI Engineer-Amazon Connect (W2 Only)

Senior Conversational AI Engineer-Amazon Connect

*Please note, I cannot work with third parties, including C2C firms*

W2 only position

Hybrid in Chicago, IL or Dallas, TX; this will require going onsite for several days at a time each month for Proof-of-Concept meetings. It is not a 2 or 3 day a week requirement

Position Overview

We are seeking a Senior Conversational AI Engineer to design and deliver next-generation, GenAI-powered voice experiences within Amazon Connect. This is a hands-on role for someone who understands both the intelligence behind a conversational agent and the contact-center technology required to create a seamless caller experience.

You will develop prompts, conversational policies and multi-agent workflows while integrating Amazon Connect with enterprise applications, APIs and Cisco UCCE. The ideal candidate has experience building production voice agents that can understand customer needs, complete tasks and transfer callers to live agents without losing context.

Key Responsibilities

• Design, develop and optimize GenAI-powered conversational voice agents within Amazon Connect.
• Create and refine prompts, system instructions, guardrails, response behaviors and conversational policies for voice-based AI agents.
• Translate business requirements and customer-service use cases into intuitive, effective conversational flows.
• Develop multi-agent architectures, including authentication agents, routing agents and domain-specific conversational experiences.
• Design clarification, disambiguation, retry, error-handling and graceful-fallback patterns.
• Manage multi-turn conversations, session state and customer context throughout the voice experience.
• Build and enhance Amazon Connect contact flows, including:
• Call routing and transfers
• Session attributes
• DTMF input
• Barge-in capabilities
• Escalation to live agents
• SIP-based voice transfers
• Integrate Amazon Connect with Cisco UCCE while preserving customer context, authentication results and relevant call metadata during transfers.
• Connect conversational agents with enterprise applications through AWS Lambda, MuleSoft, external APIs and other middleware services.
• Use Amazon Lex V2 when appropriate for intent modeling, slot management and structured dialog flows.
• Apply voice user-experience best practices to create natural, efficient and accessible caller interactions.
• Support testing, troubleshooting, deployment, monitoring and ongoing optimization of production voice capabilities.
• Use tools such as Amazon CloudWatch to monitor performance, investigate issues and improve reliability.
• Partner with business, product, contact-center and engineering teams to improve customer experience and operational efficiency.

Required Qualifications

• Hands-on experience designing and developing conversational AI or GenAI voice agents within Amazon Connect.
• Strong prompt-engineering experience, including system instructions, guardrails, response control and conversational behavior.
• Experience translating business requirements into multi-turn conversational flows.
• Strong understanding of Amazon Connect contact flows, call routing, transfers and session-state management.
• Experience integrating Amazon Connect or conversational AI solutions with AWS Lambda, APIs and enterprise applications.
• Understanding of conversational AI and voice UX principles, including clarification, error recovery, retries, fallbacks and escalation.
• Experience testing, troubleshooting and optimizing production voice-bot solutions.
• Ability to collaborate with both technical and business stakeholders.

Preferred Qualifications

• Experience integrating Amazon Connect with Cisco UCCE.
• Experience preserving caller context and metadata during AI-to-agent or platform-to-platform transfers.
• Experience designing multi-agent AI architectures with authentication, routing and specialized service agents.
• Familiarity with Amazon Lex V2, including intents, slots, dialog management and session attributes.
• Understanding of the differences between traditional Lex-based bots and GenAI-powered conversational agents.
• Experience with MuleSoft, SIP-based transfers, DTMF processing and barge-in functionality.
• Experience with Amazon CloudWatch and other AWS monitoring and troubleshooting tools.
• Background supporting high-volume or regulated contact-center environments.

What Makes This Opportunity Exciting

This role offers the opportunity to work at the intersection of generative AI, voice technology and enterprise contact-center transformation. You will help shape how customers interact with intelligent voice agents-from their first request through authentication, issue resolution and live-agent escalation.

Your work will directly influence customer experience, contact-center efficiency and the organization’s broader adoption of conversational AI.