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AWS Amazon Connect Agentic AI Engineer

13 minutes ago
United States
Contract
Senior
AI Engineer
Software Development
AWS AWS CDK CloudFormation DynamoDB Generative AI HubSpot Microservices Python Terraform
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X

X

is an American technology company established by Elon Musk in 2023 as the successor to Twitter, Inc. It is a wholly owned subsidiary of X Holdings Corp., which is itself mostly owned by Musk. The company owns the social networking service X (formerly T...

Internet Software & Services
1K-5K
Founded 2023
View All Jobs 5

Description

  • Deliver phase-one AI capabilities in the existing Amazon Connect environment, including AI-first call handling, intelligent routing, and autonomous resolution of common account access issues.
  • Design AI-first voice and email workflows that determine when to resolve requests end-to-end and when to route to a human agent.
  • Use call recordings and transcripts to identify real interaction patterns and customer language to inform the AI experience.
  • Build handoff patterns that preserve interaction history, intent, and attempted actions so members do not need to repeat themselves.
  • Write production-ready Python backend code and AWS Lambda integrations for secure account lookups, validation, and CRM updates.
  • Integrate Amazon Connect workflows with HubSpot and other internal systems to provide real-time customer context to the AI agent.
  • Create reusable metadata and session strategies to enrich current and future interactions with purchase history and communication logs.
  • Tune RAG patterns and Bedrock Knowledge Bases so responses stay grounded in approved policies and procedures.
  • Implement guardrails and secure verification steps for sensitive workflows and approved response topics.
  • Deploy and manage AWS resources using Infrastructure as Code, and maintain version-controlled Amazon Connect flow definitions.
  • Document architecture, deployment procedures, and prompt configurations so the team can operate and extend the solution.
  • Lay the technical foundation for future authenticated transactions such as billing updates, self-service cancellations, and payment processing.

Requirements

  • Strong production experience designing, building, and deploying Amazon Connect contact flows, queues, and routing profiles.
  • Hands-on experience with Amazon Connect generative AI capabilities, including Amazon Q in Connect, post-contact summaries, and prompt guardrails.
  • Expert-level Python skills, especially for AWS Lambda integrations and backend microservices.
  • Deep implementation experience across AWS services including Lex, Bedrock, DynamoDB, S3, Kinesis, CloudWatch, and IAM.
  • Working knowledge of Amazon Connect’s agentic AI stack, including agentic self-service, Bedrock Knowledge Bases, and MCP.
  • Experience managing Amazon Connect deployments with Infrastructure as Code tools such as CloudFormation, CDK, or Terraform.
  • Experience integrating contact center systems with enterprise CRMs, with HubSpot preferred, and third-party SaaS APIs.
  • Preferred experience designing voice and email as a unified conversation thread, building custom session context models, or tuning prompts using production sentiment analysis.
  • Preferred experience with post-contact summaries, transfer summaries, or agent-assist capabilities.
  • Pragmatic, hands-on approach focused on stable, production-grade solutions and clear technical documentation.

Benefits

  • Hourly pay range of $110 to $115 USD.
  • Contract role with the opportunity to help shape the future of member service workflows.
  • Flexible consideration of candidates whose target compensation is outside the posted range.
  • Work on a mission-driven team focused on improving real customer financial experiences.

Interested in this position?

Apply directly on the company website

Apply Now

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