Contact Center Engineer

Short Description We are hiring a Sr. Contact Center Engineer to join our national Contact Center practice. In this role you will design, implement, and support advanced Amazon Connect solutions for enterprise and public sector clients, including agentic AI deployments for self-service and agent assistance built on Amazon Bedrock, Amazon Lex V2, and Amazon Nova. Deep AWS expertise required. (REMOTE position, can live in any US location.)

Detailed Description THE ROLE: Sr. Contact Center Engineer (Focus on Amazon Connect) Seeking a Sr. Contact Center Engineer. In this role you will have responsibility for the design, implementation, and support of advanced contact center solutions built on Amazon Connect and the broader AWS ecosystem. This is a senior, client-facing delivery role. You will own the technical outcome on complex, multi-site engagements — architecting solutions, writing the code that makes them work, and serving as the escalation point when they don’t. You will also help shape how our practice delivers agentic AI in the contact center: designing AI agents that autonomously resolve customer intents, integrating them with enterprise systems, and instrumenting them so their performance can be measured and improved rather than assumed. An AWS partner with a national Contact Center practice and a deep bench of Amazon Connect delivery experience. If you want to work on production agentic AI in the contact center rather than proofs of concept, this is where that work happens.

Responsibilities Amazon Connect Delivery
• Lead end-to-end delivery of Amazon Connect engagements — discovery, architecture, design, build, migration, testing, cutover, and hypercare — across complex, multi-site enterprise contact center environments.
• Design and build contact flows, flow modules, routing profiles, queues, quick connects, hours of operation, and agent workspace configurations that are maintainable, reusable, and version-controlled.
• Implement and tune the Amazon Connect feature set, including Contact Lens (conversational analytics, post-contact summarization, performance evaluations, screen recording), Connect Cases, Customer Profiles, Outbound Campaigns, step-by-step guides, Connect Tasks, and the analytics data lake for zero-ETL reporting.
• Architect omnichannel experiences spanning voice, chat, email, SMS, WhatsApp, and Apple Messages for Business within a unified agent workspace.
• Design telephony and carrier integrations, including SIP, Amazon Chime SDK Voice Connector, third-party carrier onboarding, number porting, and external voice transfer.
• Build for resilience and scale — multi-region architectures, Global Resiliency, capacity planning, and disaster recovery runbooks.

Agentic AI Deployment
• Design, build, and deploy AI agents in Amazon Connect that autonomously understand customer intent, reason across steps, invoke tools, and complete transactions across voice and digital channels — with well-defined escalation paths to human agents.
• Develop agent tooling and action groups that expose enterprise APIs, Lambda functions, and CRM/WFM systems as agent-callable tools, including MCP-compatible integrations with IAM
- and OAuth-scoped security boundaries.
• Implement retrieval-augmented generation (RAG) patterns using Amazon Bedrock Knowledge Bases and vector stores such as OpenSearch Serverless or Amazon Kendra, and curate the knowledge sources that ground agent responses.
• Build production-grade agentic runtimes with Amazon Bedrock AgentCore (Runtime, Gateway, Memory, Identity, Code Interpreter, Observability) and integrate them directly into Connect flows.
• Deliver low-latency conversational voice using Amazon Lex V2 streaming bots and Amazon Nova foundation models — including speech-to-speech self-service — and tune turn-taking, response pacing, barge-in, and speech controls so interactions feel natural.

Engineering & Automation
• Write production-quality serverless code — Python, Node.js, or JavaScript — that orchestrates multiple APIs and AWS services.
• Define infrastructure as code using CloudFormation, CDK, SAM, or Terraform, and build CI/CD pipelines that promote configuration reliably across sandbox, development, staging, and production environments.

Consulting & Practice Leadership
• Serve as a trusted advisor and technical escalation point for enterprise clients, translating business outcomes into defensible technical designs.
• Contribute to internal accelerators, tooling, and reusable intellectual property.
• Collaborate with National Contact Center team, AWS account teams, and AWS Professional Services to deliver cohesive solutions.
• Document as you go — as-built designs, runbooks, and knowledge transfer materials that leave clients self-sufficient.

Education
• Bachelor’s degree in Computer Science, Engineering, or a related field — or equivalent professional and/or military experience.

Required Experience
• 3+ years des