Senior Engineer

Role Description

As a Senior CXE Engineer, you are a hands-on builder on enterprise contact center transformations. You will spend the majority of your time in code and in the AWS console:

• Building contact flows and AI agents
• Writing Lambda functions and CDK stacks
• Developing React-based agent and admin tooling
• Debugging production issues on systems that serve tens of thousands of agents and millions of customer interactions

You work within architectures set by practice leads, and you’re expected to pressure-test them, propose better patterns, and own the implementation quality of your workstream from first commit through production cutover. This role blends deep Amazon Connect platform engineering, generative AI development on Bedrock and Claude, and full-stack serverless work, with regular direct interaction with customer engineering teams.

Qualifications

• 7+ years of hands-on software engineering experience, including 2+ years building on Amazon Connect or comparable CCaaS platforms at enterprise scale
• Strong, current Amazon Connect skills: contact flows, routing, Cases and Tasks, Contact Lens, Customer Profiles, Streams API, and the Connect data/analytics stack
• Hands-on experience with conversational and generative AI, Amazon Lex plus LLM-based development (Amazon Bedrock, Q in Connect, or equivalent), including prompt engineering and tool calling
• Strong TypeScript/Node.js and Python; production React experience; solid AWS serverless engineering (Lambda, EventBridge, API Gateway, DynamoDB, Step Functions, Kinesis)
• Infrastructure as code proficiency with AWS CDK or Terraform, including multi-account deployment patterns
• Experience shipping and supporting production systems, testing discipline, observability instrumentation, and incident debugging across the full stack
• Clear communication with customer-facing composure, able to demo your work, explain trade-offs, and run working sessions with client engineers

Requirements

• Build AI-native self-service using Amazon Connect AI agents, Amazon Q in Connect, and Amazon Bedrock (Claude model family)
• Implement multi-agent orchestration patterns
• Engineer prompts and tool-calling integrations at production scale
• Implement barge-in handling, fallback, and error-recovery behavior for voice AI
• Optimize inference cost and latency hands-on
• Diagnose AI agent performance using observability tooling
• Build conversational experiences where intent-based NLU is the right fit
• Build contact flows that integrate AI agents, Lambda-backed business logic, Customer Profiles, and dynamic data-driven routing
• Implement Amazon Connect Cases and Tasks solutions
• Configure and operationalize Contact Lens for real-time sentiment
• Implement proficiency-based and attribute-driven routing
• Build out the Amazon Connect analytics data lake
• Support legacy platform migrations
• Build custom Agent Workspace experiences
• Build serverless, event-driven backends
• Author infrastructure as code with AWS CDK
• Build and maintain CI/CD pipelines
• Instrument monitoring and alerting
• Apply security and compliance baselines in everything you ship
• Work directly with customer engineering teams
• Contribute to architecture decisions within your workstream
• Perform code reviews, uphold engineering standards, and mentor junior and mid-level CX engineers
• Support pre-sales when needed

Benefits

• 100% remote work
• Equitable Life - Hybrid Plan
• 100% Premium Coverage for the employee and dependents
• 4% Pension match (employer contribution)
• Unlimited Vacations
• Sick Leave
• Paid Holidays
• Parental Leave
• Competitive stock options plan
• Paid for exams and certifications
• Peer bonus awards
• State of the art laptop and tools
• Equipment & Office Stipend
• Individual professional development plan
• Annual stipend for Learning and Development
• Work with an amazing worldwide team and in an incredible corporate culture