Amazon Connect / Lex Conversational Design Engineering Lead

Job Title: Amazon Connect / Lex Conversational Design Engineering Lead



Location: 100% Remote USA



Client: Amazon / AWS



Employment Type: Full-Time (FTE Only No Contractors)



Level: C2 Job Description

We are seeking an experienced Amazon Connect / Lex Conversational Design Engineering Lead to design, develop, and optimize IVR systems and self-service contact flows. The role will support multiple business units and focus on intuitive caller experiences, authentication, intelligent routing, conversational automation, and migration quality.

Key Responsibilities

• Design, build, and optimize Amazon Connect IVR and contact flows.
• Develop Amazon Lex intents, utterances, and natural language understanding (NLU) models.
• Implement caller authentication workflows using employee numbers and PINs.
• Design intelligent call routing based on caller type and working status.
• Implement DTMF fallback patterns for noisy environments, including airport settings.
• Train and tune Lex bots to improve recognition accuracy and caller experience.
• Perform conversational testing, quality assurance, and migration validation.
• Troubleshoot contact flow and conversational AI issues.
• Collaborate with business stakeholders and technical teams to improve self-service capabilities.
• Ensure reliable, intuitive, and efficient caller journeys across supported business units.

Mandatory Skills

• Hands-on experience with Amazon Connect.
• Strong experience with Amazon Lex.
• Conversational design and IVR development.
• NLU intent and utterance modeling.
• Lex bot training, tuning, and optimization.
• DTMF-based IVR design patterns.
• Contact flow design, testing, and troubleshooting.
• Conversational quality assurance and migration support.
• Strong communication and stakeholder collaboration skills.

Work Authorization

Candidates must meet the client's accepted work authorization requirements: U.S. Citizens, Green Card holders, EAD card holders, or H-4 visa holders, subject to client verification.

Candidate Submission Requirements

Please provide an updated resume, LinkedIn profile, current location, work authorization and validity, interview availability, and relevant Amazon Connect / Lex project experience.