An AWS Advanced Consulting Partner dedicated to helping businesses innovate on AWS.
Senior Amazon Connect Engineer
Location
United States
Posted
3 days ago
Salary
0
Seniority
Senior
Job Description
Senior Amazon Connect Engineer
Cloudelligent
• Design, implement, and support enterprise-scale Amazon Connect solutions. • Configure and customize Amazon Connect components, including Contact Flows, Queues, Routing Profiles, Quick Connects, Hours of Operation, and Agent Workspaces. • Develop serverless applications using AWS Lambda, API Gateway, Step Functions, DynamoDB, Amazon S3, and EventBridge to extend Amazon Connect functionality. • Integrate Amazon Connect with CRM, ERP, ServiceNow, Salesforce, Zendesk, and other enterprise platforms using REST APIs and AWS services. • Implement conversational AI solutions using Amazon Lex and Amazon Bedrock to enhance self-service and customer experiences. • Troubleshoot and optimize Amazon Connect deployments for performance, reliability, scalability, and security. • Collaborate with customers and internal teams to gather requirements and translate business needs into technical solutions.
Job Requirements
- Bachelor's or Master's degree in Computer Science, AI, Machine Learning, or a related field.
- 5+ years of experience in cloud architecture and implementation.
- 3+ years of Amazon Connect experience.
- 3+ years designing and implementing NLP/NLU (IVR or chat) solutions using at least one major conversational AI framework (e.g., Rasa, Dialogflow, Lex, or any Bot Service) at enterprise scale in a contact center environment.
- 3+ years hands-on coding experience with REST APIs and web services, including successful integration of 3+ contact center platforms (e.g., Genesys, Amazon Connect, Five9).
- Strong experience configuring Amazon Connect, including Contact Flows, Routing Profiles, Queues, Quick Connects, and Agent Workspace.
- Experience with AWS services including AWS Lambda, API Gateway, Amazon S3, DynamoDB, Step Functions, IAM, and CloudWatch.
- Proficiency in Python for automation, integrations, and serverless development.
- Knowledge of contact center technologies and concepts, including IVR, ACD, call routing, customer experience, and workforce optimization.
- Experience implementing conversational AI solutions using Amazon Lex and/or Amazon Bedrock.
- Excellent communication skills with the ability to collaborate effectively with technical and business stakeholders.
Benefits
- Health insurance
- Professional development
- Flexible work arrangements
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Description Work Arrangement: Remote: This role is based remotely but if you live within a 50-mile radius of Mountain View, you are expected to report to that location three times a week, at minimum. The Role As a Principal Software Engineer in the Vehicle AI division, you will be the technical cornerstone of our smart cabin initiatives. You will architect, design, and deploy low-latency, high-performance AI software that runs directly on edge hardware within the vehicle. You won't just be writing code; you will define the technical roadmap, mentor senior engineers, and collaborate across hardware, UI/UX, and vehicle software teams to bring intelligent features-like natural language voice assistants, driver monitoring systems (DMS), and predictive cabin personalization-to life. 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Set the standard for technical excellence within the division. - Prototyping: Rapidly prototype new AI concepts and evaluate emerging frameworks to keep GM at the cutting edge of automotive technology. Your Skills & Abilities (Required Qualifications) - Experience: 10+ years of professional software engineering experience, with at least 3+ years in a technical leadership or architectural role. - Programming: Expert-level proficiency in modern C++ (C++14/17/20) and Python. - Domain Expertise: Proven track record of shipping commercial software in automotive infotainment, robotics, consumer electronics, or other deeply embedded systems. - AI/ML Deployment: Hands-on experience optimizing and deploying ML models to edge hardware (NPU/GPU/DSP utilization, quantization, pruning). - OS Knowledge: Deep understanding of POSIX-compliant operating systems, Linux internals, or RTOS (QNX, VxWorks). - Education: Bachelor's degree in Computer Science, Computer Engineering, or a related technical field (or equivalent practical experience). 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The actual base salary a successful candidate will be offered within this range will vary based on factors relevant to the position. - Bonus Potential: An incentive pay program offers payouts based on company performance, job level, and individual performance. Company Vehicle : Upon successful completion of a motor vehicle report review, you will be eligible to participate in a company vehicle evaluation program, through which you will be assigned a General Motors vehicle to drive and evaluate. Note: program participants are required to purchase/lease a qualifying GM vehicle every four years unless one of a limited number of exceptions applies. This Job may be eligible for relocation benefits. #LI-SA2 This role is based remotely, but if the selected candidate lives within a specific mile radius of a GM hub, they will be expected to report to the location three times a week {or other frequency dictated by your manager}. The selected candidate will be required to travel <25% for this role. This job may be eligible for relocation benefits. About GM Our vision is a world with Zero Crashes, Zero Emissions and Zero Congestion and we embrace the responsibility to lead the change that will make our world better, safer and more equitable for all. Why Join Us We believe we all must make a choice every day - individually and collectively - to drive meaningful change through our words, our deeds and our culture. Every day, we want every employee to feel they belong to one General Motors team. Total Rewards | Benefits Overview From day one, we're looking out for your well-being-at work and at home-so you can focus on realizing your ambitions. Learn how GM supports a rewarding career that rewards you personally by visiting Total Rewards resources. Non-Discrimination and Equal Employment Opportunities (U.S.) General Motors is committed to being a workplace that is not only free of unlawful discrimination, but one that genuinely fosters inclusion and belonging. We strongly believe that providing an inclusive workplace creates an environment in which our employees can thrive and develop better products for our customers. All employment decisions are made on a non-discriminatory basis without regard to sex, race, color, national origin, citizenship status, religion, age, disability, pregnancy or maternity status, sexual orientation, gender identity, status as a veteran or protected veteran, or any other similarly protected status in accordance with federal, state and local laws. We encourage interested candidates to review the key responsibilities and qualifications for each role and apply for any positions that match their skills and capabilities. Applicants in the recruitment process may be required, where applicable, to successfully complete a role-related assessment(s) and/or a pre-employment screening prior to beginning employment. To learn more, visit How we Hire. Accommodations General Motors offers opportunities to all job seekers including individuals with disabilities. If you need a reasonable accommodation to assist with your job search or application for employment, email us [email protected] or call us at 1-800-865-7580. In your email, please include a description of the specific accommodation you are requesting as well as the job title and requisition number of the position for which you are applying.



