Experience: 4+ Years

Notice Period: Immediate to 15 Days

Location: Currently Remote

Key Responsibilities

contact center business workflows.

Develop and iterate QiC prompts, tool requests, and grounding patterns to support agent assist and self-service.
Build and enhance Amazon Connect contact flows, routing, queues, and agent experience configurations.
Configure knowledge integration for QiC agent assist/self-serve, including:
Out-of-the-box ServiceNow knowledge integration where applicable.
Collaboration with the integrations engineer to define requirements for custom tag/category filtering and relevance tuning.
Design and implement Amazon Lex V2 bots, including conversational intent modeling, dialog management, and Connect integration.
Partner with the Jira-focused integrations engineer to ensure QiC tool designs align with back-end APIs and ticketing workflows.
Participate in solution design, backlog refinement, test planning, and release readiness.
Produce concise technical documentation and operational runbooks for customer handoff.

Required Qualifications

4+ years of hands-on experience with Amazon Connect in production environments.
Demonstrated experience with Amazon Q in Connect or comparable agent-assist/selfserve
GenAI solutions.
Strong expertise in: Contact flows, routing profiles, queues, and metrics-driven optimization.
Knowledge-driven self-serve and agent assist patterns.
Experience with Amazon Lex V2 design and deployment.
Ability to translate business processes into durable Connect/QiC implementations.

Amazon Connect