Explore new possibilities and embrace challenges with enthusiasm as a Custom Software Engineer. This role offers the chance to perform independently, become a subject matter expert, and actively contribute to discussions, providing effective solutions grounded in cloud operations. Join us to make a meaningful impact and cultivate your expertise in a supportive environment within the 52971395 team, collaborating on the CCaaS project.

As a Level 1 Agentic AI Engineer within the Amazon Connect ecosystem, you will build and support intelligent customer service solutions. Your focus will be on configuring AI agents to understand, reason, and automate routine customer tasks. You will implement Amazon Q in Connect for real-time agent assistance and set up conversational bots to enhance customer self-service capabilities.

Key tasks include configuring AI agents, implementing agentic assistance with Amazon Q, building Lex bots for natural language self-service, integrating data sources, automating workflows for tasks like returns and account updates, monitoring AI agent performance, and ensuring safety guardrails for agent behavior.

This position requires fundamental knowledge of AWS Cloud services such as Lambda, S3, and IAM, along with familiarity with Amazon Connect contact center flows, queues, and agent experiences. Experience with conversational AI, NLU, and Amazon Lex is essential. You should understand how to use APIs and Lambda functions for system integrations (e.g., Salesforce, Zendesk) and possess strong communication skills for collaborative work in customer support environments. Familiarity with Amazon Bedrock agent components, basic Python or SQL, and contact center metrics is preferred.