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Oowlish Technology

Posted 22 days ago

Open

Senior Amazon Connect Engineer (Conversational AI)

Mexico CityRemote

AI Summary

Senior Amazon Connect Engineer building enterprise contact center and conversational AI solutions using Amazon Connect, AWS serverless, and Generative AI.

About this role

Join Our Team

Oowlish, one of Latin America's rapidly expanding software development companies, is seeking experienced technology professionals to enhance our diverse and vibrant team.

As a valued member of Oowlish, you will collaborate with premier clients from the United States and Europe, contributing to pioneering digital solutions. Our commitment to creating a nurturing work environment is recognized by our certification as a Great Place to Work, where you will have opportunities for professional development, growth, and a chance to make a significant international impact.

We offer the convenience of remote work, allowing you to craft a work-life balance that suits your personal and professional needs. We're looking for candidates who are passionate about technology, proficient in English, and excited to engage in remote collaboration for a worldwide presence.

About the Role

We are looking for an experienced Senior Amazon Connect Engineer to build enterprise-scale contact center and conversational AI solutions using Amazon Connect, AWS serverless technologies, and Generative AI.

This is a highly hands-on engineering role where you'll build contact flows, AI agents, serverless integrations, and custom agent experiences while helping modernize large-scale customer service platforms. You'll work across Amazon Connect, Amazon Bedrock, conversational AI, full-stack development, and cloud-native architectures.

The ideal candidate combines deep experience with Amazon Connect or enterprise CCaaS with strong software engineering fundamentals and hands-on experience building AI-powered conversational experiences. You'll also work directly with customer engineering teams, contributing to technical decisions, implementations, production releases, and knowledge transfer.

Key Responsibilities:

  • Design and build enterprise contact center solutions using Amazon Connect.
  • Develop and maintain contact flows, routing strategies, Customer Profiles, Cases, Tasks, and other Amazon Connect capabilities.
  • Build AI-powered self-service and conversational experiences using Amazon Connect AI capabilities and Amazon Bedrock.
  • Develop AI agents with tool-calling integrations, business workflows, authentication flows, and appropriate guardrails.
  • Implement conversational AI behaviors including escalation to human agents, fallback handling, and error recovery.
  • Develop backend integrations using AWS Lambda and serverless AWS services.
  • Build serverless and event-driven solutions using technologies such as EventBridge, Step Functions, SQS/SNS, DynamoDB, and Kinesis.
  • Develop custom agent and administrative experiences using React and Amazon Connect Streams API.
  • Integrate contact center solutions with CRM and enterprise platforms.
  • Build Infrastructure as Code using AWS CDK and/or Terraform.
  • Develop and maintain CI/CD pipelines and automated testing.
  • Implement monitoring, observability, and alerting for production contact center and AI workloads.
  • Troubleshoot complex production issues across voice, chat, backend services, and AI agents.
  • Support migrations from legacy contact center platforms to modern cloud-based solutions.

    • Requirements:

  • 7+ years of hands-on software engineering experience.
  • 2+ years building enterprise-scale solutions with Amazon Connect or comparable Contact Center as a Service (CCaaS) platforms.
  • Strong hands-on experience developing modern cloud applications using AWS.
  • Experience building conversational AI or Generative AI solutions.
  • Strong TypeScript/Node.js and Python development experience.
  • Production React development experience.
  • Strong AWS serverless engineering experience.
  • Experience with Infrastructure as Code.
  • Experience deploying and supporting production systems.
  • Strong customer-facing communication skills.
  • Strong written and verbal English communication skills.

    • Must Have:

  • Strong Amazon Connect experience, including:
    • Contact Flows
    • Routing
    • Customer Profiles
    • Cases and Tasks
    • Contact Lens
    • Streams API
    • Experience building Conversational AI solutions.
    • Hands-on experience with LLM-based development.
    • Experience with Amazon Bedrock, Amazon Q in Connect, or equivalent Generative AI technologies.
    • Experience with Prompt Engineering.
    • Experience implementing AI tool calling and external API integrations.
    • Strong TypeScript/Node.js development experience.
    • Strong Python development experience.
    • Production experience with React.
    • Strong AWS serverless experience, including technologies such as:
      • AWS Lambda
      • EventBridge
      • API Gateway
      • DynamoDB
      • Step Functions
      • Infrastructure-as-Code experience with AWS CDK or Terraform.
      • Experience building and supporting production systems.
      • Experience with automated testing and CI/CD.
      • Experience implementing monitoring and observability.

    • Nice to Have:

  • Amazon Lex experience.
  • Experience with multi-agent AI architectures.
  • Experience implementing AI guardrails and hallucination mitigation.
  • AI observability experience, including latency, trace, token, and cost analysis.
  • Amazon Connect Contact Lens experience.
  • Amazon Connect Workforce Management (WFM) experience.
  • Contact center analytics experience.
  • Experience with AWS Glue, Lake Formation, Athena, or QuickSight.
  • Experience migrating from legacy contact center platforms such as:
    • Avaya
    • Genesys
    • Cisco
    • Oracle
    • Salesforce
    • Experience with CRM integrations, including Salesforce or ServiceNow.
    • Experience with contact center operations and metrics such as AHT, CSAT, SLA/TAT, and containment.
    • Experience with accessibility standards such as WCAG 2.1 AA or Section 508.
    • Experience working in regulated environments such as healthcare, financial services, or government.
    • AWS certifications.

    • Skills

    AI Tool-callingAmazon BedrockAmazon ConnectAmazon Connect Streams APIAmazon LexAmazon Q In ConnectAPI GatewayAthenaAutomated TestingAvayaAWS CDKAWS GlueAWS LambdaCI/CDCiscoContact LensDynamoDBEventBridgeGenesysInfrastructure As CodeKinesisLLM-based DevelopmentNode.jsObservabilityOraclePrompt EngineeringPythonQuickSightReactSalesforceSection 508ServiceNowSNSSQSStep FunctionsTerraformTypeScriptWCAG 2.1 AA

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