Sr Amazon Connect Engineer

Overview: We are seeking a highly skilled Senior Amazon Connect Engineer with advanced expertise in Amazon Lex, particularly in designing, developing, and optimizing conversational AI solutions for customer service. This role requires deep experience in migrating traditional IVR systems to cloud-based Amazon Connect environments, as well as leveraging large language models (LLMs) to enhance natural language processing (NLP) capabilities. You will lead efforts to design innovative call flows, develop intelligent chatbots and voicebots, and integrate Amazon Lex to deliver exceptional customer service experiences.

Key Responsibilities:

Amazon Lex Expertise & Leadership: Lead the end-to-end design, development, and deployment of Amazon Lex-based conversational AI solutions. This includes crafting custom voicebots and chatbots, optimizing natural language understanding (NLU), and integrating Lex bots with other AWS services and third-party applications for seamless operations.

Amazon Connect Integration with Lex: Work closely with Amazon Connect to integrate Amazon Lex into the contact center?s voice and chat workflows. Develop and implement IVR systems that leverage Lex for intelligent, dynamic customer interactions that reduce agent workload and improve customer satisfaction.

Amazon Lex Bot Design & Development: Own the configuration and optimization of Amazon Lex bots. Design intents, slots, prompts, and dialogues to ensure accurate responses for both voice and chat channels. Leverage Lex?s advanced NLU capabilities to handle complex customer interactions and improve bot accuracy.

IVR Migration & Transformation: Spearhead the migration of traditional IVR systems to Amazon Connect and Amazon Lex. Transition legacy IVR flows into intelligent, dynamic conversational flows that improve customer engagement, reduce call handling time, and drive automation.

Large Language Model (LLM) Integration: Drive the integration of Large Language Models (LLMs) with Amazon Lex and Amazon Connect. Enhance the conversational abilities of Lex bots by leveraging LLMs to process more complex queries, improve intent recognition, and generate human-like responses.

Voice and Chat Workflow Automation: Develop and maintain automated workflows using Amazon Lex and Lambda to optimize contact center processes. This includes automated call routing, intelligent query handling, and personalized responses based on customer data.

Advanced Conversational AI Development: Work with the team to improve Amazon Lex bots? conversational capabilities, ensuring they understand diverse customer inputs and provide relevant, coherent responses. Apply best practices for voice interaction design, ensuring natural, contextually aware dialogues.

Cross-Functional Collaboration: Collaborate closely with other engineering teams, product managers, and stakeholders to define business requirements, implement Lex-based solutions, and drive improvements in the customer service experience. Translate business needs into actionable technical deliverables.

Troubleshooting & Support: Take ownership of diagnosing and resolving technical issues related to Amazon Connect, Amazon Lex, and overall system performance. Support ongoing improvements to maintain high availability and optimal performance.

Performance Monitoring & Reporting: Implement and use monitoring tools like CloudWatch and Connect Insights to track bot performance, identify opportunities for improvement, and proactively adjust Lex configurations for better accuracy and efficiency.

Documentation & Knowledge Sharing: Create clear, detailed documentation for Amazon Lex configurations, including intents, slot types, and voicebot architecture. Share knowledge on best practices and provide mentoring to junior engineers working on Lex-based solutions.

Security & Compliance: Ensure all systems, workflows, and data are handled securely, with a focus on compliance with industry regulations. Work with security teams to design and enforce security measures for Lex bots and customer data handling.

Skills & Qualifications:

Extensive experience with Amazon Lex, including the creation and configuration of Lex bots, defining intents, slots, prompts, and dialogues for both voice and chat-based interactions.

Strong understanding of Amazon Connect integration with Amazon Lex to enhance voice and chat workflows. Experience configuring IVR systems that incorporate Amazon Lex for natural language routing and interaction.

Advanced experience with natural language processing (NLP) concepts, intent recognition, slot filling, and dialogue management within Amazon Lex.

Proficiency in AWS Lambda, S3, DynamoDB, and other AWS services used in conjunction with Amazon Connect and Lex.In-depth experience in migrating legacy IVR systems to Amazon Connect and Amazon Lex, including workflow redesign, system integration, and automation.

Hands-on experience in integrating Large Language Models (LLMs) into Amazon Lex to enhance conversational AI capabilities, improving accuracy and natural response generation.

Proficient in Node.js, Python, JavaScript, or similar programming languages for developing custom scripts and Lambda functions to extend Lex and Amazon Connect functionality.

Expertise in AWS AI/ML services, such as Amazon Polly, Comprehend, Transcribe, and Rekognition, to enhance contact center solutions.

Familiarity with integrating Lex bots into third-party systems such as CRMs (e.g., Salesforce), helpdesk platforms, and other enterprise applications.

Proven ability to analyze and optimize bot performance using CloudWatch metrics, Connect Insights, and other analytics tools.

Excellent communication skills, with the ability to mentor junior engineers and explain complex technical concepts in a clear, understandable manner.

Preferred Qualifications:

AWS Certified Solutions Architect ? Associate/Professional or AWS Certified Developer ? Associate certification.

Hands-on experience with Large Language Models (LLMs) such as GPT, T5, or BERT, and their integration into AWS-powered applications.

Experience with multi-channel solutions, including integrating Lex bots for SMS, email, and other digital interactions.

Knowledge of containerized environments (e.g., Docker, Kubernetes) and modern CI/CD practices.

Job Types: Full-time, Contract

Pay: $70.00 - $90.00 per hour

Schedule:
? Monday to Friday

Work Location: Remote