GenAI Voice Architect for Enterprise Connect

Solving IT

Chicago (IL)

Hybrid

USD 150,000 - 210,000

Full time

3 days ago

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Job summary

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.

Qualifications

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.

Responsibilities

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.