Amazon Connect Software Engineer

Responsibilities

• Design, develop, and optimize conversational AI experiences for voice and chat channels
• Build and enhance virtual agents using Amazon Connect, Amazon Lex, and Amazon Nova–powered GenAI
• Create conversation flows, intents, prompts, and dialog management for natural, efficient interactions
• Integrate conversational AI with Amazon Connect contact flows, CRM systems, and backend services
• Implement agent assist and real-time guidance capabilities
• Test, tune, and monitor conversations to improve accuracy, containment, and customer satisfaction
  

Required Qualifications

• 4+ years of experience in conversational AI, chatbot, or voice bot development
• Hands-on experience with Amazon Lex and Amazon Connect or similar platforms
• Experience working with LLMs or GenAI models for conversational use cases
• Strong skills in Python and/or JavaScript, APIs, and cloud-based integrations
• Understanding of NLP concepts such as intent recognition, entity extraction, and dialog state management
  

Preferred Qualifications

• Experience with Amazon Nova or Amazon Bedrock–based models
• Familiarity with Avaya contact center platforms
• Experience designing voice-first and omnichannel CX journeys
• Knowledge of speech services (STT/TTS), analytics, and conversation tuning
• Experience implementing privacy, security, and responsible AI practices