Amazon Connect Engineer

Job Description:

As a member of our Amazon Connect Cloud Services team, you will have the opportunity to assist customers with the design, implementation, and management of AWS public cloud services, including Amazon Connect integration with workloads like EHRs. You will work in direct partnership with leadership and engagement managers to support our customers with realizing the value of public cloud.

Essential Functions:

Designing and implementing complex, scalable, and secure AWS solutions tailored to customer needs
Providing technical guidance and troubleshooting support throughout project delivery
Collaborating with stakeholders to gather requirements and propose effective migration strategies
Acting as a trusted advisor to customers on industry trends and emerging technologies
Sharing knowledge within the organization through mentoring, training, and creating reusable artifacts

Experience Requirements:

4+ years of experience in cloud architecture and implementation
Bachelor's degree in computer science, Engineering, related field, or equivalent experience
4+ years of experience as a contact center technology architect, enterprise IT Architect or senior contact center developer working with leading contact center technology platforms and applications, such as Amazon Connect, Avaya, Cisco, Genesys, NICE InContact, Salesforce, etc.
1+ years designing and implementing NLP/NLU (IVR or chat) solutions using at least one major conversational AI framework (e.g., Rasa, Dialogflow, Lex, or Azure Bot Service) at enterprise scale in a contact center environment
Knowledge of Amazon Connect or Amazon Lex capabilities, benefits, and required deployment skills

Nice to have:

AWS experience preferred, with proficiency in a wide range of AWS services (e.g., EC2, S3, RDS, Lambda, IAM, VPC, CloudFormation)
AWS Professional level certifications preferred
Experience with automation and scripting such as Terraform, Python)
Knowledge of security and compliance standards (e.g., HIPAA, GDPR)
Strong communication skills with the ability to explain technical concepts to both technical and non-technical audience
Experience incorporating generative AI into the contact center (voice or chat bots, agent assist or next best action) to answer questions or drive self-service experiences, including architecture design, model selection and integration, prompt engineering, and data preparation.
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