5+ years of experience developing AI and ML solutions.
Hands-on experience with Generative AI and LLMs in enterprise settings.
5+ years of experience with Amazon Connect-based contact center solutions.
Strong experience in designing and integrating Amazon Connect AI services.
Proficiency in Python and experience with JavaScript and Node.js.
Knowledge of AI best practices including Responsible AI principles.
Experience with integrating AI technologies with enterprise systems.
Responsibilities
Develop, configure, implement, and support AI solutions based on business needs and best practices.
Design and optimize AI-powered conversational systems and processes.
Maintain integrations between AI solutions and key business applications.
Create prompts and AI guardrails to ensure quality interactions.
Collaborate with various teams to ensure scalable AI solutions are implemented.
Develop technical documentation and operational support materials.
Participate in testing, deployment, and enhancement of contact center AI solutions.
Benefits
Opportunities for professional development and continuous learning.
Work with cutting-edge technologies in AI and cloud solutions.
Collaborative environment with multidisciplinary teams.
Participation in innovative projects that drive customer experience improvements.
Full Job Description
Job Description Responsibilities:
Undertakes the development, configuration, implementation and support of Artificial Intelligence (AI), Generative AI and Conversational AI solutions based on business requirements, architecture standards, security policies, best practices and project deliverables.
Designs, develops and supports AI-powered conversational IVR solutions, virtual assistants, voicebots, AI agents and self-service capabilities utilizing Amazon Connect Customer AI Agents, Amazon Bedrock, Amazon Lex and related technologies.
Develops and maintains integrations between AI solutions, contact centre platforms, enterprise applications, knowledge repositories, APIs, workflow systems and cloud services.
Designs, develops and optimizes prompts, prompt templates, orchestration logic, retrieval mechanisms and AI guardrails to ensure secure, accurate and effective AI interactions.
Develops and supports AI Agents leveraging Large Language Models (LLMs), Retrieval Augmented Generation (RAG), Model Context Protocol (MCP) servers, tool-calling frameworks and enterprise knowledge repositories.
Configures and develops Amazon Lex bots including intents, slots, utterances, fulfillment logic, conversational flows and escalation mechanisms.
Works closely with architects, business analysts, contact centre teams and stakeholders to implement scalable, secure and reliable AI solutions.
Develops technical specifications, implementation documentation, deployment procedures and operational support materials.
Participates in testing, troubleshooting, deployment and ongoing optimization of AI-powered contact centre solutions.
Ensures solutions comply with organizational standards for security, privacy, accessibility and Responsible AI.
General Skills:
Knowledgeof Artificial Intelligence (AI), Generative AI, Machine Learning (ML),Large Language Models (LLMs), Agentic AI and Conversational AItechnologies.
Demonstrated commitment to innovation,continuous improvement and quality service delivery.
Ability to learn and adapt to emergingAI technologies and industry trends.
Public Sector Experience:
Knowledge of Public Sector EnterpriseArchitecture artifacts (or similar), processes and practices.
Experience producing technicaldocumentation that complies with industry-standard practices.
Knowledge and experience implementingsolutions within government or highly regulated environments.
Experience adopting and adhering toPublic Sector Unified I&IT Project Methodology, Public SectorEnterprise Architecture and Public Sector Standard Systems DevelopmentMethodologies.
Experience supporting large-scalepublic sector digital transformation initiatives.
