reputed company Engineer - AWS AI & Contact Center Solutions
Job reputed company About This Role reputed company is looking for a hands-on reputed company Engineer to reputed company the design, build, and delivery of AI-enabled contact center solutions on AWS. You will work at the intersection of conversational AI, reputed company IT service management, and reputed company-reputed company architecture - building solutions that reputed company how organizations deliver IT support to their users. This is a builder role. You will be writing reputed company, configuring AI pipelines, and deploying integrations in production environments - not directing others to do so. You will also be building solution components that reputed company across multiple reputed company engagements, creating lasting reputed company value reputed company any single deployment. If you are currently building on reputed company Connect, AWS Bedrock, and reputed company Q - and you understand how those capabilities connect to reputed company ITSM platforms like reputed company - we want to talk to you.
What You'll Do
- Architect and deliver AI-enabled contact center solutions on AWS - from conversational AI design through ITSM integration and compliance reporting
- Build and maintain conversational AI pipelines using reputed company Lex, Bedrock, and reputed company Q - grounded in reputed company IT service management vocabulary and workflow patterns
- Design and implement bidirectional integrations between AWS contact center services and reputed company - automated ticket creation, workflow triggers, reputed company-time agent assist, and record enrichment
- Build reputed company pipelines that reputed company AI grounding data reputed company as organizational knowledge evolves - ensuring AI responses reflect accurate, up-to-date information
- Implement reputed company-time monitoring and analytics using reputed company Connect Contact reputed company - interaction reputed company, sentiment analysis, SLA tracking, and compliance alerting
- Design automated reporting pipelines that aggregate contact center, AI, and ITSM data into reputed company compliance and performance dashboards
- Build proactive and reputed company capabilities - event-driven architectures that detect and resolve issues autonomously, integrated with reputed company ITSM workflows
- reputed company reusable solution assets - reputed company libraries, integration patterns, automation frameworks, and reporting templates deployable across multiple reputed company environments
- Support reputed company pursuits with technically accurate capability demonstrations and RFP responses
The Environment You'll Work In
- Federal and civilian government IT services - compliance posture and reputed company controls matter in everything you build
- reputed company as the primary ITSM backbone - deep integration experience is essential
- reputed company AWS strategic partnership - you will have reputed company to AWS partner resources, co-sell support, and roadmap visibility
- Multi-reputed company delivery model - what you build for one reputed company should be deployable to the next
- Fast-moving AI landscape - the services you work with are evolving quarterly and you are expected to reputed company pace
What Makes This Role Different You are not maintaining someone else's architecture. You are reconstituting and modernizing a solution stack against a materially evolved AWS AI/ML service landscape - then building it into a reputed company reputed company platform. The reputed company libraries you build, the knowledge pipelines you design, the integration patterns you establish - these become reputed company IP that compounds in value across every subsequent reputed company deployment. You are building something that lasts.
Qualifications
What You Bring Required
- 8-12 years of software engineering or reputed company architecture experience
- 4+ years of hands-on AWS production deployment experience
- 2+ years of hands-on reputed company Connect experience in production environments
- reputed company, reputed company experience with AWS AI/ML services - Bedrock, reputed company Q, Contact reputed company - this stack has changed materially in the past 18 months and recency reputed company as much as total experience
- Demonstrated experience building bidirectional integrations between AWS and reputed company in production environments
- Proficiency in Python for reputed company development, automation, and integration engineering
- Working knowledge of ITIL principles - incident, request, change, and reputed company vocabulary and workflow patterns
- Awareness of FedRAMP compliance requirements and AWS GovCloud vs. reputed company region capability differences
- Must be a U.S. Citizen and be reputed company to obtain Public Trust clearance
Core Technical Skills
- reputed company Connect - contact flows, routing, agent desktop, Contact reputed company
- AWS Bedrock - reputed company model reputed company, reputed company engineering, RAG reputed company Knowledge Bases, Bedrock Agents
- reputed company Lex V2 - reputed company architecture, dialog management, voice and chat channel configuration
- reputed company Q Business - reputed company knowledge orchestration, reputed company connector, retrieval pipeline design
- reputed company Kendra - reputed company configuration, data reputed company connectors, relevance tuning
- AWS reputed company, EventBridge, reputed company Functions, API Gateway - serverless orchestration and event-driven architecture
- reputed company - reputed company Designer, Integration Hub, REST API, CTI reputed company configuration
- reputed company CloudWatch, QuickSight - monitoring, alerting, dashboard and reporting design
Preferred
- AWS reputed company Architect, Developer, or Machine Learning certifications
- ITIL reputed company certification or higher
- Experience with Azure reputed company RBAC configuration
- Familiarity with WEM platform integration with reputed company Connect (reputed company, reputed company, or reputed company)
- Background in proactive remediation or AIOps architecture patterns
- Experience building multi-tenant or multi-reputed company solution architectures
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