Senior Engineer

As a Senior CXE Engineer, you are a hands-on builder on enterprise contact center transformations. You will spend the majority of your time in code and in the AWS console: building contact flows and AI agents, writing Lambda functions and CDK stacks, developing React-based agent and admin tooling, and debugging production issues on systems that serve tens of thousands of agents and millions of customer interactions. You work within architectures set by practice leads, and you’re expected to pressure-test them, propose better patterns, and own the implementation quality of your workstream from first commit through production cutover. This role blends deep Amazon Connect platform engineering, generative AI development on Bedrock and Claude, and full-stack serverless work, with regular direct interaction with customer engineering teams.

Responsibilities

Build AI-native self-service using Amazon Connect AI agents, Amazon Q in Connect, and Amazon Bedrock (Claude model family); Engineer prompts and tool-calling integrations at production scale; Implement barge-in handling, fallback, and error-recovery behavior for voice AI; Optimize inference cost and latency hands-on; Diagnose AI agent performance using observability tooling; Build contact flows that integrate AI agents, Lambda-backed business logic, Customer Profiles, and dynamic data-driven routing; Implement Amazon Connect Cases and Tasks solutions; Configure and operationalize Contact Lens; Implement proficiency-based and attribute-driven routing, outbound campaigns, and WFM integrations; Build the Amazon Connect analytics data lake and QuickSight dashboards; Support legacy platform migrations; Build custom Agent Workspace experiences with the Amazon Connect Streams API and CRM screen-pop integrations; Build serverless, event-driven backends with Lambda, EventBridge, Step Functions, SQS/SNS, DynamoDB, and Kinesis; Author infrastructure as code with AWS CDK; Build and maintain CI/CD pipelines and automated test suites; Follow phased rollout patterns and write runbooks; Instrument monitoring and alerting and participate in production incident triage; Work directly with customer engineering teams; Contribute to architecture decisions, perform code reviews, and mentor engineers; Contribute reusable assets back to the practice; Support pre-sales when needed

Requirements

7+ years of hands-on software engineering experience, including 2+ years building on Amazon Connect or comparable CCaaS platforms at enterprise scale; Strong, current Amazon Connect skills: contact flows, routing, Cases and Tasks, Contact Lens, Customer Profiles, Streams API, and the Connect data/analytics stack; Hands-on experience with conversational and generative AI, Amazon Lex plus LLM-based development (Amazon Bedrock, Q in Connect, or equivalent), including prompt engineering and tool calling; Strong TypeScript/Node.js and Python; production React experience; solid AWS serverless engineering (Lambda, EventBridge, API Gateway, DynamoDB, Step Functions, Kinesis); Infrastructure as code proficiency with AWS CDK or Terraform, including multi-account deployment patterns; Experience shipping and supporting production systems, testing discipline, observability instrumentation, and incident debugging across the full stack; Clear communication with customer-facing composure, able to demo your work, explain trade-offs, and run working sessions with client engineers

Nice to have

AWS certifications (Solutions Architect, Developer, or ML/Connect-relevant Specialty); Contact center migration experience (Avaya, Genesys, Cisco, Oracle, or Salesforce to Amazon Connect); Experience in regulated verticals: government/public sector (Section 508, FedRAMP), healthcare (HIPAA), or financial services; Contact center operations fluency: WFM concepts (forecasting, scheduling, adherence), quality management, outbound compliance (TCPA), and CX KPIs (containment, AHT, CSAT, SLA/TAT); Experience with AI observability (trace correlation, token/cost attribution, latency profiling) or accessibility engineering (WCAG 2.1 AA, axe-core automation); Consulting or client-delivery background

Benefits

Medical Insurance for you and eligible dependents; 401k plan with company match up to 4% and immediate vesting; Competitive phantom equity; Company issued laptop; Dental and Vision insurance; Term Disability Insurance; Term Life Insurance; Flexible Spending Account; Equipment & Office Stipend; Annual stipend for Learning and Development; Unlimited Paid Time Off; 10 Paid Holidays