Amazon Connect / Lex Conversational Design Engineering Lead

Full-time

SoftPathTechnologies

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.

Apply

Vacancy posted 2 days ago

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