AWS Connect Platform AI Engineer

Zohorecruit; Bengaluru; On-site; INR 4,000,000 - 7,000,000; Full time

Job summary

Zohorecruit in Bengaluru, India seeks an AWS Connect AI Engineer to design, build and optimize cloud-based contact center solutions using Amazon Connect, Lex V2 and Bedrock. You will implement GenAI-powered self-service, agent assist and secure, scalable architecture.

Requirements: 7+ years IT/software experience, 3+ years hands-on Amazon Connect, Python/TypeScript, Terraform, CI/CD, and strong knowledge of contact center concepts.

Qualifications

• 7+ years of IT/software engineering experience.
• 3+ years hands-on Amazon Connect experience.
• Experience designing and supporting cloud-based contact center solutions.
• Strong skills in Python and TypeScript, CI/CD and IaC (Terraform).

Responsibilities

• Help design, build and continuously improve the client's online platform.
• Research, suggest and implement new technology solutions following best practices/standards.
• Take responsibility for the resiliency and availability of different products.
• Be a productive member of the team.

Skills

Amazon Connect

Lex V2

Bedrock

GenAI

Python

TypeScript

Terraform

CI/CD

API Gateway

Security

Contact Center

Agent assistant

Tools

AWS Lambda

S3

DynamoDB

Job description

• Help design, build and continuously improve the clients online platform.
  
• Research, suggest and implement new technology solutions following best practices/standards.
  
• Take responsibility for the resiliency and availability of different products.
  
• Be a productive member of the team.
  

Requirements

• 7+ years of overall IT/software engineering experience, including at least 3 years of hands-on Amazon Connect and contact center experience.
• Experienced AWS Connect AI Engineer to design, develop, enhance, and support cloud-based contact center solutions using Amazon Connect and AWS services.
• Strong hands-on engineering skills with contact center domain expertise to deliver scalable, secure, highly available customer engagement platforms and production-grade GenAI/LLM capabilities for conversational self-service and real-time agent assistance.
• Design, develop, configure, and maintain Amazon Connect solutions, including contact flows, routing profiles, queues, prompts, operating hours, agents, and security configurations.
• Build conversational and self-service experiences using Amazon Lex V2 for voice and chat use cases.
• Design and implement GenAI/LLM-powered solutions using Amazon Connect AI agents and Amazon Bedrock, including agentic self-service, real-time agent assistance, RAG, knowledge bases, prompts, tools/actions, and human handoff.
• Configure and optimize Amazon Lex V2 assisted NLU for intent classification and slot resolution, including Primary and Fallback modes.
• Build and evaluate real-time conversational voice experiences using Amazon Nova Sonic and Amazon Connect agentic voice capabilities.
• Implement responsible AI practices covering guardrails, PII/data handling, access control, evaluation, observability, cost management, and incident response.
• Develop serverless integrations using AWS Lambda, API Gateway, S3, and DynamoDB.
• Develop production-grade automation and integration components using Python and TypeScript.
• Integrate Amazon Connect with CRM systems, enterprise applications, APIs, and third-party platforms.
• Implement Terraform-based Infrastructure as Code for repeatable and auditable AWS deployments.
• Build and maintain CI/CD pipelines across development, testing, and production environments.
• Apply AWS best practices for IAM, security, logging, monitoring, resiliency, and high availability.
• Troubleshoot complex platform and integration issues, perform root-cause analysis, and implement permanent fixes.
• Collaborate with architects, product owners, developers, operations teams, and contact center stakeholders to translate business requirements into technical solutions.
• Maintain technical documentation, runbooks, deployment procedures, and platform standards.
• Contribute to platform modernization, automation, performance optimization, and continuous improvement.
• Strong expertise in Amazon Connect, including contact flows, routing, queues, agents, security profiles, and troubleshooting.
• Hands-on experience with Amazon Lex V2, Lambda, API Gateway, S3, and DynamoDB.
• Hands-on experience with Amazon Bedrock and Amazon Connect AI agents, including agentic assistance/self-service, prompt configuration, knowledge bases, RAG, guardrails, and tool/API actions.
• Experience configuring and testing Lex V2 assisted NLU, including intent classification, slot resolution, Primary/Fallback modes, confidence thresholds, and bot test sets.
• Experience with real-time conversational voice AI using Amazon Nova Sonic and/or Amazon Connect agentic voice.
• Understanding of AI-agent evaluation metrics such as task completion, containment, intent accuracy, groundedness, hallucination risk, latency, cost, and customer/agent outcomes.
• Strong Python programming skills and working experience with TypeScript.
• Experience with REST APIs, cloud integrations, CI/CD, Terraform, and Infrastructure as Code.
• Good understanding of AWS IAM, CloudWatch, logging, monitoring, security, and high-availability architecture.
• Strong understanding of contact center concepts including IVR, call routing, queue management, agent experience, and customer journeys.
• Experience working in Agile/Scrum environments.
• Strong analytical, troubleshooting, communication, and stakeholder-management skills.
• Knowledge of PSTN, SIP, DID/toll-free numbers, call routing, codecs, and voice connectivity.
• Understanding of DNS, TCP/IP, firewalls, security groups, VPCs, subnets, routing, VPNs, and private connectivity.
• Experience integrating Amazon Connect with CRM, workforce management, analytics, call recording, or reporting platforms.
• Exposure to EventBridge, SNS, SQS, Kinesis, or CloudFormation.
• Knowledge of Amazon Bedrock Knowledge Bases, Guardrails, vector search, model/prompt evaluation, responsible AI, and GenAI security.
• Relevant AWS or cloud/contact-center certifications.
• Hands-on engineer capable of independently owning technical design, development, deployment, and production support.
• Comfortable working across both Amazon Connect platform configuration and custom software integrations.
• Able to translate contact center business processes into reliable and user-friendly technical solutions.
• Capable of balancing deterministic contact flows with AI-driven automation, while applying appropriate human oversight and measurable quality controls.
• Strong focus on automation, maintainability, security, performance, and operational excellence.
  
• A challenging, innovating environment.
  
• Opportunities for learning where needed.