The AWS Amazon Connect Agentic AI Engineer will play a critical role in shaping the future of our customer experience by designing and deploying practical, automated agentic features to resolve customer interactions seamlessly.
Requirements
- Strong production experience designing, building, and deploying Amazon Connect contact flows, queues, and routing profiles.
- Hands-on experience working with Amazon Connect generative AI capabilities, including Amazon Q in Connect, post-contact summaries, and prompt guardrails.
- Expert-level Python skills, particularly for AWS Lambda integrations and backend microservices.
- Deep implementation experience across the AWS ecosystem, specifically Lex, Bedrock, DynamoDB, S3, Kinesis, CloudWatch, and IAM.
- Strong working knowledge of Amazon Connect’s current agentic AI stack, including agentic self-service, Bedrock Knowledge Bases, and MCP.
- Proven experience managing Amazon Connect deployments via Infrastructure as Code using CloudFormation, CDK, or Terraform.
- Experience integrating contact center systems with enterprise CRMs (HubSpot preferred) and third-party SaaS APIs.
- Experience designing voice and email as a unified conversation thread, designing custom session context models, or tuning prompts based on production sentiment analysis.
- Experience with post-contact summaries, transfer summaries, or agent-assist capabilities.
