Job Duties and Responsibilities

Candidates must be willing to participate in at least one in-person interview.

This role leads the design and evolution of an enterprise contact center ecosystem, bridging the gap between complex business logic and seamless customer experiences. The primary focus involves driving the transition from static interactive voice response (IVR) systems to sophisticated Agentic AI solutions that leverage generative reasoning. Key challenges include ensuring enterprise-grade platform resilience through comprehensive automated test simulations and establishing a self-healing, highly observable environment. By designing a custom Contact Control Panel (CCP) and high-performance integrations, this senior engineer resolves scalability bottlenecks and unifies the customer journey.

What Success Looks Like (Objectives):

• Design and deploy agentic AI bots using Amazon Bedrock and Lex, utilizing Chain of Thought and ReAct patterns to enable autonomous problem-solving and database querying without human intervention
• Build highly resilient state-management systems that preserve long-term customer context across channels, executing seamless, low-friction escalation to human agents only when encountering high-emotional volatility
• Design and optimize high-scale data ingestion pipelines from AWS Connect to Snowflake and Amazon Athena using Kinesis and AWS Glue to establish a unified single source of truth
• Establish comprehensive monitoring dashboards and automated alerting frameworks via CloudWatch, Grafana, and AWS X-Ray to track real-time API latency, trace microservices, and proactively resolve system anomalies
• Integrate modern contact center workflows with critical enterprise CRM, Workforce Management tools, and PCI-compliant payment gateways to streamline both agent and customer workspaces
• Build robust automated test simulation frameworks to rigorously stress-test complex call flows and natural language processing models prior to production deployments

Skills, Experience and Requirements

Core Skills and Competencies (What you'll bring):

• Strong expertise in generative AI frameworks, conversational design, and prompt engineering using Amazon Bedrock and Lex to build autonomous, reasoning-based agentic interfaces
• Proficient capabilities in engineering end-to-end AWS Connect solutions, including custom Contact Control Panel (CCP) integrations, dynamic contact flows, and high-performance Java-based Lambda integrations
• Solid experience synthesizing complex, high-scale data pipelines using Kinesis and AWS Glue, coupled with integrating CRM, Workforce Management (WFM) software, and PCI-compliant transaction gateways
• Strong skill in implementing distributed tracing, real-time logging, and system-level performance visualization using AWS CloudWatch, X-Ray, and Grafana
• Proven technical mentoring, collaborative problem-solving, and feature ownership within engineering teams to implement modern contact center strategies
• Hands-on experience executing rigorous automated testing and load simulation frameworks to guarantee enterprise system reliability and zero-downtime deployments

Minimum Requirements:

• Minimum Education: Bachelor's Degree in Computer Science or a highly related technical field
• Minimum Experience: 5-7 years of software development experience, with a focus on contact center engineering and cloud infrastructure
• Required Technical Skills: Must have at least 3 years of experience with:
• AWS Connect suite (Voice ID, Customer Profiles, Tasks, Cases, Agent Assist, and Contact Lens)
• Developing high-performance contact flows and Java-based Lambda functions
• Amazon Kinesis and AWS Glue data pipelines
• CloudWatch, AWS X-Ray, and Grafana monitoring/observability tools
• Conversational AI tools including Amazon Lex and Amazon Bedrock

Salary Ranges

Compensation: $96,250.00/Year - $137,500.00/Year
Benefits

We offer versatile health perks, including flexible spending accounts, HSA, a 401(k) Plan with company match, ESPP, career opportunities, and a flexible time away plan; all benefits can be viewed here: EchoStar Benefits.

The base pay range shown is a guideline. Individual total compensation will vary based on factors such as qualifications, skill level, and competencies; compensation is based on the role's location and is subject to change based on work location.

The posting will be active for a minimum of 3 days. The active posting will continue to extend by 3 days until the position is filled.