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Senior Amazon Connect Engineer (Conversational AI)

Oowlish

Role overview

Qualifications

  • 7+ years of hands-on software engineering experience
  • 2+ years building enterprise-scale solutions with Amazon Connect or comparable CCaaS platforms
  • Strong hands-on experience developing modern cloud applications using AWS
  • Strong TypeScript/Node.js and Python development experience

Responsibilities

  • Design and build enterprise contact center solutions using Amazon Connect
  • Develop and maintain contact flows, routing strategies, Customer Profiles, Cases, Tasks, and other Amazon Connect capabilities
  • Build AI-powered self-service and conversational experiences using Amazon Connect AI capabilities and Amazon Bedrock
  • Implement conversational AI behaviors including escalation to human agents, fallback handling, and error recovery

Key facts

Hard skills

Other skills

  • Communication
  • Problem Solving

About the company

Oowlish logo

Oowlish

IT Services & IT Consulting

We are on a mission to give every company, no matter the size, the opportunity to innovate and help build a better future. Our Services: Dedicated Tech (full/partial) Squads: we create multi-disciplinary, remote (near-shore) Tech Squads that become part of your team. They adapt to your workflows and are trained on Agile methodologies to deliver continuous value. We believe that well-trained remote teams bring clients the opportunity to increase innovation output by accessing a greater / more diverse pool of talent, while reducing the cost of development. On-Demand Software Development: at our core, we are software developers excited about building digital products and solutions using the latest technologies and agile methodologies. We provide end-to-end capabilities to deliver on your technical requests. Product Management, Tech Architecture, Front / Back End Development, Devops & QA Ventures: We partner with entrepreneurs and organizations to invest and build from scratch new businesses. We co-design a desired Minimum Lovable Product to find product market fit and scale in a lean way. As startup founders ourselves, we love getting things from 0 to 1. We are End-To-End Innovation Enablers, helping your company unlock its full innovation potential.

Company details

Company typeScaleup
IndustryIT Services & IT Consulting
Company size51 - 200

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Job description

Join Our Team
Oowlish, one of Latin America's rapidly expanding software development companies, is seeking experienced technology professionals to enhance our diverse and vibrant team.
As a valued member of Oowlish, you will collaborate with premier clients from the United States and Europe, contributing to pioneering digital solutions. Our commitment to creating a nurturing work environment is recognized by our certification as a Great Place to Work, where you will have opportunities for professional development, growth, and a chance to make a significant international impact.
We offer the convenience of remote work, allowing you to craft a work-life balance that suits your personal and professional needs. We're looking for candidates who are passionate about technology, proficient in English, and excited to engage in remote collaboration for a worldwide presence.

About the Role

We are looking for an experienced Senior Amazon Connect Engineer to build enterprise-scale contact center and conversational AI solutions using Amazon Connect, AWS serverless technologies, and Generative AI.

This is a highly hands-on engineering role where you'll build contact flows, AI agents, serverless integrations, and custom agent experiences while helping modernize large-scale customer service platforms. You'll work across Amazon Connect, Amazon Bedrock, conversational AI, full-stack development, and cloud-native architectures.

The ideal candidate combines deep experience with Amazon Connect or enterprise CCaaS with strong software engineering fundamentals and hands-on experience building AI-powered conversational experiences. You'll also work directly with customer engineering teams, contributing to technical decisions, implementations, production releases, and knowledge transfer.


Key Responsibilities:
  • Design and build enterprise contact center solutions using Amazon Connect.
  • Develop and maintain contact flows, routing strategies, Customer Profiles, Cases, Tasks, and other Amazon Connect capabilities.
  • Build AI-powered self-service and conversational experiences using Amazon Connect AI capabilities and Amazon Bedrock.
  • Develop AI agents with tool-calling integrations, business workflows, authentication flows, and appropriate guardrails.
  • Implement conversational AI behaviors including escalation to human agents, fallback handling, and error recovery.
  • Develop backend integrations using AWS Lambda and serverless AWS services.
  • Build serverless and event-driven solutions using technologies such as EventBridge, Step Functions, SQS/SNS, DynamoDB, and Kinesis.
  • Develop custom agent and administrative experiences using React and Amazon Connect Streams API.
  • Integrate contact center solutions with CRM and enterprise platforms.
  • Build Infrastructure as Code using AWS CDK and/or Terraform.
  • Develop and maintain CI/CD pipelines and automated testing.
  • Implement monitoring, observability, and alerting for production contact center and AI workloads.
  • Troubleshoot complex production issues across voice, chat, backend services, and AI agents.
  • Support migrations from legacy contact center platforms to modern cloud-based solutions.

    • Requirements:
  • 7+ years of hands-on software engineering experience.
  • 2+ years building enterprise-scale solutions with Amazon Connect or comparable Contact Center as a Service (CCaaS) platforms.
  • Strong hands-on experience developing modern cloud applications using AWS.
  • Experience building conversational AI or Generative AI solutions.
  • Strong TypeScript/Node.js and Python development experience.
  • Production React development experience.
  • Strong AWS serverless engineering experience.
  • Experience with Infrastructure as Code.
  • Experience deploying and supporting production systems.
  • Strong customer-facing communication skills.
  • Strong written and verbal English communication skills.

    • Must Have:
  • Strong Amazon Connect experience, including:
    • Contact Flows
    • Routing
    • Customer Profiles
    • Cases and Tasks
    • Contact Lens
    • Streams API
    • Experience building Conversational AI solutions.
    • Hands-on experience with LLM-based development.
    • Experience with Amazon Bedrock, Amazon Q in Connect, or equivalent Generative AI technologies.
    • Experience with Prompt Engineering.
    • Experience implementing AI tool calling and external API integrations.
    • Strong TypeScript/Node.js development experience.
    • Strong Python development experience.
    • Production experience with React.
    • Strong AWS serverless experience, including technologies such as:
      • AWS Lambda
      • EventBridge
      • API Gateway
      • DynamoDB
      • Step Functions
      • Infrastructure-as-Code experience with AWS CDK or Terraform.
      • Experience building and supporting production systems.
      • Experience with automated testing and CI/CD.
      • Experience implementing monitoring and observability.

    • Nice to Have:
  • Amazon Lex experience.
  • Experience with multi-agent AI architectures.
  • Experience implementing AI guardrails and hallucination mitigation.
  • AI observability experience, including latency, trace, token, and cost analysis.
  • Amazon Connect Contact Lens experience.
  • Amazon Connect Workforce Management (WFM) experience.
  • Contact center analytics experience.
  • Experience with AWS Glue, Lake Formation, Athena, or QuickSight.
  • Experience migrating from legacy contact center platforms such as:
    • Avaya
    • Genesys
    • Cisco
    • Oracle
    • Salesforce
    • Experience with CRM integrations, including Salesforce or ServiceNow.
    • Experience with contact center operations and metrics such as AHT, CSAT, SLA/TAT, and containment.
    • Experience with accessibility standards such as WCAG 2.1 AA or Section 508.
    • Experience working in regulated environments such as healthcare, financial services, or government.
    • AWS certifications.

    • Benefits & Perks:
    Home office;Competitive compensation based on experience;Career plans to allow for extensive growth in the company;International Projects;Oowlish English Program (Technical and Conversational);Oowlish Fitness with Total Pass;Games and Competitions;

    You can also apply here:
    Website: https://www.oowlish.com/work-with-us/LinkedIn: https://www.linkedin.com/company/oowlish/jobs/Instagram: https://www.instagram.com/oowlishtechnology/

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    MR

    Marcus Rivera

    Chief Revenue Officer

    m.rivera@company.com
    linkedin.com/in/marcusrivera
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