Senior Amazon Connect Engineer, AWS Cloud

What You Will Do: Design, develop, and implement Amazon Connect processes and configurations, including new or modified applications, forms, workflows, policies, actions, access controls, and interfaces that support enterprise business processes. Develop and enhance Call Center AI Agents to improve self service and automation. Recommend enhancements to existing contact center operations and propose updates based on new requirements or platform upgrades. Facilitate requirements gathering sessions with stakeholders, then review and document those requirements, and partner with business and technical stakeholders to translate industry best practices into enterprise contact center solutions. Required Bachelor's degree plus 12+ years of relevant technology experience, a Master's degree plus 10+ years, or 18+ years of experience in lieu of a degree 7+ years of hands on experience with the AWS Cloud platform 3+ years of hands on experience designing and developing on Amazon Connect 3+ years developing in Node.js, Python, or Java 3+ years designing call routing and messaging workflows 2+ years of experience designing, building, and deploying conversational AI Agents Preferred Experience tuning and optimizing AI Agent performance, including generative AI prompt engineering Deep experience with IVR, Automatic Call Distribution, skill based routing, and live chat Familiarity with Lambda, Lex conversational bots, Kinesis Streams and Firehose, Glue, VPC, Amazon SNS, App Sync, Event Bridge, DynamoDB Streams, Service Catalog, and Kinesis Data Analytics Prior federal government contracting experience Strong process flow documentation skills and change management fluency