GenAI Voice Architect for Enterprise Connect

Solving IT; Chicago (IL); Híbrido; USD 150.000 - 210.000; Jornada completa

Descripción de la vacante

Solving IT is seeking a Senior Conversational AI Engineer to design and deliver GenAI-powered voice experiences within Amazon Connect. This hands-on role requires expertise in conversational AI, prompt engineering and contact-center architecture to build production voice agents.

The ideal candidate will develop multi-agent workflows, integrate with enterprise apps and ensure context is preserved during transfers, while collaborating with business stakeholders for optimal caller experiences.

Formación

• Hands-on experience designing and developing conversational AI within Amazon Connect.
• Strong prompt-engineering with system instructions and guardrails.
• Experience translating business requirements into multi-turn flows.
• Knowledge of session-state management in contact flows.
• Experience integrating with AWS Lambda, APIs and enterprise apps.
• Understanding of voice UX principles and error handling.
• Ability to collaborate with technical and business stakeholders.

Responsabilidades

• Design, develop and optimize GenAI-powered conversational agents within Amazon Connect.
• Create prompts, system instructions, guardrails, response behaviors and conversational policies.
• Translate business requirements and customer-service use cases into intuitive, effective conversational flows.
• Develop multi-agent architectures, including authentication agents, routing agents and domain-specific conversational experiences.
• Design clarification, disambiguation, retry, error-handling and graceful-fallback patterns.
• Manage multi-turn conversations, session state and customer context throughout the voice experience.
• Build and enhance Amazon Connect contact flows, including: Call routing and transfers; Session attributes; DTMF input; Escalation to live agents; SIP-based voice transfers.
• Integrate Amazon Connect with Cisco UCCE while preserving customer context, authentication results and relevant call metadata during transfers.
• Connect conversational agents with enterprise applications through AWS Lambda, MuleSoft, external APIs and other middleware services.
• Use Amazon Lex V2 when appropriate for intent modeling, slot management and structured dialog flows.
• Apply voice user-experience best practices to create natural, efficient and accessible caller interactions.
• Support testing, troubleshooting, deployment, monitoring and ongoing optimization of production voice capabilities.
• Use tools such as Amazon CloudWatch to monitor performance, investigate issues and improve reliability.
• Partner with business, product, contact-center and engineering teams to improve customer experience and operational efficiency.

Conocimientos

Conversational AI

Prompt-engineering

Multi-turn dialog design

AWS Lambda integration

Voice UX principles

Herramientas

Amazon Connect

Amazon Lex V2

AWS Lambda

MuleSoft

Cisco UCCE

CloudWatch

Descripción del empleo

Solving IT is seeking a Senior Conversational AI Engineer to design and deliver GenAI-powered voice experiences within Amazon Connect. This hands-on role requires expertise in conversational AI, prompt engineering and contact-center architecture to build production voice agents.

The ideal candidate will develop multi-agent workflows, integrate with enterprise apps and ensure context is preserved during transfers, while collaborating with business stakeholders for optimal caller experiences.