Job Description

We are seeking a Forward Deployed Engineer with Amazon Connect skills. This resource designs, builds, and operates intelligent contact center solutions on AWS using Amazon Connect and adjacent AI/ML services. Works directly with client engineering teams to deliver production-grade conversational AI, voice automation, and service integration. Owns technical outcomes end-to-end: from architecture through deployment, optimization, and handoff.

Responsibilities

• Architect and deliver end-to-end contact center solutions on Amazon Connect with AI-driven self-service and agent
• assist
• Design conversational AI flows combining Lex, Bedrock, and NovaSonic for natural voice and chat interactions
• Build serverless backend services (Lambda, API Gateway, DynamoDB) supporting real-time contact handling
• Integrate ServiceNow for case management, knowledge retrieval, and agent desktop unification
• Implement observability: CloudWatch dashboards, Contact Lens analytics, custom KPI tracking
• Operate in client environments: participate in sprints, conduct architecture reviews, pair with client engineers
• Produce technical documentation, runbooks, and knowledge transfer materials for client self-sufficiency
• Identify optimization opportunities in IVR containment, average handle time, and first-contact resolution

Qualifications

Amazon Connect

• Contact flow design and optimization (voice, chat, task channels)
• Real-time and historical analytics, Contact Lens configuration
• Instance administration, routing profiles, security profiles, agent hierarchy

Amazon Lex

• Intent classification, slot types, multi-turn dialog management
• Custom slot resolution, lambda fulfillment hooks
• Multi-language bot design, version/alias deployment strategy

AWS Lambda

• Serverless function development (Python or Node.js)
• Contact flow integration functions, Lex fulfillment handlers
• Error handling, cold start optimization, concurrency management

Amazon API Gateway

• REST and WebSocket API design for contact center integrations
• Authentication/authorization (IAM, Cognito, API keys)
• Rate limiting, request validation, stage management

Amazon Bedrock

• Foundation model selection and prompt engineering for contact center use cases
• Retrieval-augmented generation (RAG) for knowledge base queries
• Guardrails configuration, model evaluation, cost optimization

Amazon DynamoDB

• Table design for session state, caller context, and interaction history
• Single-table design patterns, GSI/LSI strategy
• TTL management, on-demand vs. provisioned capacity planning

Amazon Connect AI Agents

• Configuration and orchestration of Connect native AI agent capabilities
• Agent assist, automated resolution, escalation logic
• Performance tuning, conversation analytics, continuous improvement loops

Amazon NovaSonic (Critical)

• Speech-to-speech (S2S) model integration for real-time voice AI
• Text-to-speech (TTS) and speech-to-text (STT) pipeline design and optimization
• Latency optimization for conversational voice experiences
• Custom voice persona configuration, streaming audio pipelines
• Candidates without demonstrated S2S experience (or at minimum production TTS/STT) will not be considered

ServiceNow Integration

• Incident, case, and knowledge management API integration
• CTI connector configuration (Connect + ServiceNow CSM/ITSM)
• Bi-directional data sync: caller context push, ticket creation, agent screen pop

Preferred Qualifications

• 5+ years delivering production contact center or conversational AI solutions
• AWS Certified Developer - Associate or Solutions Architect - Associate
• Experience with infrastructure-as-code (CDK, CloudFormation, or Terraform)
• Familiarity with contact center metrics: service level, occupancy, containment rate, CSAT/NPS correlation

The salary range for this position takes into consideration a variety of factors, including but not limited to skill sets, level of experience, applicable office location, training, licensure and certifications, and other business and organizational needs. The new hire salary range displays the minimum and maximum salary targets for this position across all US locations, and the range has not been adjusted for any specific state differentials. It is not typical for a candidate to be hired at or near the top of the range for their role, and compensation decisions are dependent on the unique facts and circumstances regarding each candidate. A reasonable estimate of the current salary range for this position is $73,008 to $170,640. Please note that the salary range posted reflects the base salary only and does not include benefits or any potential variable compensation programs. Information regarding the benefits available for this position are in our benefits overview.

Applications will be accepted until the position is filled or the posting is removed.

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About the Team

Our award-winning Commerce team partners with the industry's leading technology providers to design, build, and support digital experiences that delight our Fortune 500 customer base and some of the most recognized brands on the planet. Our dedicated teams in Commerce, PIM (Product Information Management), OMS (Order Management), and content delivery simplify the complexity of Commerce so that every touchpoint delivers a unified and exceptional customer experience.