Custom Software Engineer

Custom Software Engineer

THE WORK: Explore new possibilities and embrace challenges with enthusiasm. You will perform independently and become a subject matter expert while actively participating and contributing in discussions. Your contributions will help provide effective solutions to work-related problems, reflecting a strong foundation in cloud operations. Join us to make a meaningful impact and grow your expertise in a supportive environment. Client & Project: We are seeking a new talent to join the 52971395 team where you will have the opportunity to collaborate in the project CCaaS. Responsibilities: Role Overview: As a Level 1 Agentic AI Engineer, you will work within the Amazon Connect ecosystem to build and support intelligent customer service solutions. You will configure AI agents to understand, reason, and take action to automate routine customer tasks. You will work on implementing Amazon Q in Connect for real-time agent assistance and set up conversational bots to improve customer self-service Key Responsibilities: Configure AI Agents: Set up, test, and deploy first-party AI agents using the Amazon Connect AI agent designer to handle routine inquiries. Implement Agentic Assistance: Enable and configure Amazon Q in Connect to provide real-time, AI-powered responses and recommended actions to live agents. Configure Conversational AI (Lex): Build and maintain Lex bots within Amazon Connect contact flows to provide natural language self-service capabilities. Integrate Data Sources: Configure knowledge bases, enabling agents to retrieve information from company documentation and external websites to answer queries. Workflow Automation: Use Amazon Connect flow blocks to enable agentic self-service for tasks like returns, account updates, or status checks. Monitor and Troubleshoot: Monitor AI agent performance dashboards to identify issues with conversations or tool execution and perform initial troubleshooting. Ensure Guardrails: Configure safety guardrails and fallback logic to manage agent behavior and handle ambiguous or complex scenarios, ensuring proper escalation to human agents. Required Qualifications: AWS Basics: Fundamental knowledge of AWS Cloud services (Lambda, S3, IAM). Amazon Connect Familiarity: Understanding of contact center flows, queues, and agent experiences. Conversational AI Experience: Familiarity with chatbots, NLU (Natural Language Understanding), and Amazon Lex. Integration Knowledge: Understanding of how to use APIs and Lambda functions to connect systems (e.g., Salesforce, Zendesk). Communication Skills: Ability to work safely and collaboratively in high-stress customer support environments. Preferred Qualifications: Experience with Amazon Bedrock agent components. Basic understanding of Python or SQL for data processing. Knowledge of contact center metrics and KPIs. Key Skills: Technical: Amazon Connect Flow Designer, Amazon Lex, Amazon Q, AWS Lambda. Analytical: Trouble-shooting, data annotation, reviewing conversation logs. Functional: Customer Service, Task Automation.