Developer - Application Development 5B

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Job Description

Experience: 1–3 Years

We are looking for an Amazon Connect & Agentic AI Engineer to support the development, configuration, enhancement, and production support of modern Contact Center as a Service (CCaaS) solutions. The candidate will work with Amazon Connect, AWS services, Generative AI, and Agentic AI capabilities to build and enhance customer and agent experiences.

The role involves working closely with senior engineers, project teams, and customers to implement contact center solutions, integrate AI capabilities, troubleshoot issues, and support production environments.

Key Responsibilities

• Configure and develop Amazon Connect contact flows, IVR, queues, prompts, and routing.
• Support development and integration using AWS Lambda, API Gateway, DynamoDB/RDS, S3, and CloudWatch.
• Assist in implementing voice and chat contact center capabilities.
• Support integration of Generative AI and Agentic AI capabilities into contact center solutions.
• Work with Amazon Bedrock, AI agents, prompts, knowledge bases, and LLM-based solutions under the guidance of senior engineers.
• Assist in developing AI-enabled use cases such as agent assistance, intelligent responses, customer self-service, summarization, and automated workflows.
• Support integration of Amazon Connect with AWS AI services, APIs, CRM, and backend applications.
• Troubleshoot application, integration, and contact center issues and provide L1/L2 production support.
• Monitor applications, contact flows, Lambda functions, and AI integrations using Amazon CloudWatch.
• Assist with root cause analysis, issue investigation, testing, and resolution.
• Support deployment and validation of Amazon Connect and AI changes across development, QA, and production environments.
• Document technical configurations, issues, solutions, and implementation changes.
• Collaborate with senior engineers and customer teams to understand requirements and implement solutions.

Required Skills

• 1–3 years of IT experience, preferably in AWS, Contact Center, Cloud, or application development.
• Hands-on exposure to Amazon Connect and understanding of basic contact center concepts.
• Working knowledge of AWS services such as Lambda, API Gateway, CloudWatch, S3, DynamoDB, and IAM.
• Basic understanding of Generative AI, LLMs, AI Agents, and Agentic AI concepts.
• Exposure to Amazon Bedrock and prompt engineering is preferred.
• Basic understanding of REST APIs, JSON, and system integrations.
• Good troubleshooting, analytical, and communication skills.
• Ability to work collaboratively with senior engineers and follow established development and support processes.

Good to Have

• Exposure to Amazon Bedrock Agents / Agentic AI workflows.
• Knowledge of AWS Lex, Polly, Transcribe, and Contact Lens.
• Exposure to RAG, Knowledge Bases, vector databases, or AI-powered search.
• Experience with Salesforce or other CRM integrations.
• Basic understanding of Terraform, CI/CD, and AWS deployment processes.
• AWS Cloud or Amazon Connect certification.
• Exposure to Python, Node.js, or JavaScript.
• Understanding of Agile/Scrum development and production support environments.

Key Focus Areas

Amazon Connect | AWS | Contact Center | Generative AI | Agentic AI | Amazon Bedrock | Lambda | APIs | CloudWatch | CRM Integration | Production Support

Qualifications

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