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AWS Amazon Connect, AI Engineer

AI EngineerMachine Learning EngineerContractRemoteSeniorTeam 501-1,000Since 1993H1B No SponsorCompany SiteLinkedIn

Location

United States

Posted

2 days ago

Salary

$110 - $115 / hour

Seniority

Senior

Job Description

AWS Amazon Connect, AI Engineer

The Motley Fool

• Deliver phase-one AI capabilities in our existing Amazon Connect environment, focusing on AI-first call handling, intelligent routing, and autonomous resolution of common login, account, and password-reset queries. • Design AI-first workflows for voice and email that prioritize autonomous resolution, allowing the system to intelligently decide when to handle a request end-to-end and when to route to an agent. • Leverage our existing call recordings and transcripts to extract real interaction patterns and customer language to ground the AI in actual member needs. • Build elegant handoff patterns that preserve a member's interaction history, intent, and attempted actions so they never have to repeat themselves. • Write clean, production-ready Python backend code and AWS Lambda integrations to handle secure account lookups, validation, and CRM updates. • Integrate Amazon Connect workflows with HubSpot and other internal systems to equip the AI agent with real-time customer context. • Establish a reusable metadata and session strategy to enrich ongoing and future interactions with purchase history and communication logs. • Tune RAG (Retrieval-Augmented Generation) patterns and Bedrock Knowledge Bases to keep AI responses grounded in approved policies and procedures. • Implement practical guardrails that keep AI responses focused on approved topics and apply secure verification steps for sensitive workflows. • Deploy and manage AWS resources using CloudFormation, CDK, or Terraform, ensuring version-controlled deployments of Connect flow JSONs. • Author clean, clear architecture runbooks, deployment procedures, and prompt configurations to ensure the wider team can easily operate your work. • Lay the technical foundations for future authenticated transactions like billing updates, self-service cancellations, and payment processing.

Job Requirements

  • Strong production experience designing, building, and deploying Amazon Connect contact flows, queues, and routing profiles.
  • Hands-on experience working with Amazon Connect generative AI capabilities, including Amazon Q in Connect, post-contact summaries, and prompt guardrails.
  • Expert-level Python skills, particularly for AWS Lambda integrations and backend microservices.
  • Deep implementation experience across the AWS ecosystem, specifically Lex, Bedrock, DynamoDB, S3, Kinesis, CloudWatch, and IAM.
  • Strong working knowledge of Amazon Connect’s current agentic AI stack, including agentic self-service, Bedrock Knowledge Bases, and MCP.
  • Proven experience managing Amazon Connect deployments via Infrastructure as Code using CloudFormation, CDK, or Terraform.
  • Experience integrating contact center systems with enterprise CRMs (HubSpot preferred) and third-party SaaS APIs.
  • Experience designing voice and email as a unified conversation thread, designing custom session context models, or tuning prompts based on production sentiment analysis (preferred).
  • Experience with post-contact summaries, transfer summaries, or agent-assist capabilities (preferred).

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