Senior Amazon Connect Engineer (Conversational AI)

Job description

**Join Our Team** Oowlish, one of Latin America's rapidly expanding software development companies, is seeking experienced technology professionals to enhance our diverse and vibrant team. As a valued member of Oowlish, you will collaborate with premier clients from the United States and Europe, contributing to pioneering digital solutions. Our commitment to creating a nurturing work environment is recognized by our certification as a Great Place to Work, where you will have opportunities for professional development, growth, and a chance to make a significant international impact. We offer the convenience of remote work, allowing you to craft a work-life balance that suits your personal and professional needs. We're looking for candidates who are passionate about technology, proficient in English, and excited to engage in remote collaboration for a worldwide presence. ### About the Role We are looking for an experienced **Senior Amazon Connect Engineer** to build enterprise-scale contact center and conversational AI solutions using Amazon Connect, AWS serverless technologies, and Generative AI. This is a highly hands-on engineering role where you'll build contact flows, AI agents, serverless integrations, and custom agent experiences while helping modernize large-scale customer service platforms. You'll work across Amazon Connect, Amazon Bedrock, conversational AI, full-stack development, and cloud-native architectures. The ideal candidate combines deep experience with Amazon Connect or enterprise CCaaS with strong software engineering fundamentals and hands-on experience building AI-powered conversational experiences. You'll also work directly with customer engineering teams, contributing to technical decisions, implementations, production releases, and knowledge transfer. ### Key Responsibilities: - Design and build enterprise contact center solutions using Amazon Connect. - Develop and maintain contact flows, routing strategies, Customer Profiles, Cases, Tasks, and other Amazon Connect capabilities. - Build AI-powered self-service and conversational experiences using Amazon Connect AI capabilities and Amazon Bedrock. - Develop AI agents with tool-calling integrations, business workflows, authentication flows, and appropriate guardrails. - Implement conversational AI behaviors including escalation to human agents, fallback handling, and error recovery. - Develop backend integrations using AWS Lambda and serverless AWS services. - Build serverless and event-driven solutions using technologies such as EventBridge, Step Functions, SQS/SNS, DynamoDB, and Kinesis. - Develop custom agent and administrative experiences using React and Amazon Connect Streams API. - Integrate contact center solutions with CRM and enterprise platforms. - Build Infrastructure as Code using AWS CDK and/or Terraform. - Develop and maintain CI/CD pipelines and automated testing. - Implement monitoring, observability, and alerting for production contact center and AI workloads. - Troubleshoot complex production issues across voice, chat, backend services, and AI agents. - Support migrations from legacy contact center platforms to modern cloud-based solutions. ### Requirements: - **7+ years of hands-on software engineering experience.** - **2+ years building enterprise-scale solutions with Amazon Connect or comparable Contact Center as a Service (CCaaS) platforms.** - Strong hands-on experience developing modern cloud applications using AWS. - Experience building conversational AI or Generative AI solutions. - Strong TypeScript/Node.js and Python development experience. - Production React development experience. - Strong AWS serverless engineering experience. - Experience with Infrastructure as Code. - Experience deploying and supporting production systems. - Strong customer-facing communication skills. - Strong written and verbal English communication skills. ### Must Have: - Strong Amazon Connect experience, including: - Contact Flows - Routing - Customer Profiles - Cases and Tasks - Contact Lens - Streams API - Experience building **Conversational AI** solutions. - Hands-on experience with LLM-based development. - Experience with **Amazon Bedrock, Amazon Q in Connect, or equivalent Generative AI technologies**. - Experience with Prompt Engineering. - Experience implementing AI tool calling and external API integrations. - Strong **TypeScript/Node.js** development experience. - Strong **Python** development experience. - Production experience with **React**. - Strong AWS serverless experience, including technologies such as: - AWS Lambda - EventBridge - API Gateway - DynamoDB - Step Functions - **Infrastructure-as-Code experience with AWS CDK or Terraform**. - Experience building and supporting production systems. - Experience with automated testing and CI/CD. - Experience implementing monitoring and observability. ### Nice to Have: - Amazon Lex experience. - Experience with multi-agent AI architectures. - Experience implementing AI guardrails and hallucination mitigation. - AI observability experience, including latency, trace, token, and cost analysis. - Amazon Connect Contact Lens experience. - Amazon Connect Workforce Management (WFM) experience. - Contact center analytics experience. - Experience with AWS Glue, Lake Formation, Athena, or QuickSight. - Experience migrating from legacy contact center platforms such as: - Avaya - Genesys - Cisco - Oracle - Salesforce - Experience with CRM integrations, including Salesforce or ServiceNow. - Experience with contact center operations and metrics such as AHT, CSAT, SLA/TAT, and containment. - Experience with accessibility standards such as WCAG 2.1 AA or Section 508. - Experience working in regulated environments such as healthcare, financial services, or government. - AWS certifications.