As a Custom Software Engineer, you will be instrumental in crafting innovative software solutions. This role involves designing, coding, and refining components across various systems and applications. You'll leverage modern frameworks and agile methodologies to deliver scalable, high-performance solutions precisely tailored to unique business requirements.

This position focuses on building AI-driven IVR solutions within Amazon Connect. Key responsibilities include hands-on expertise in prompt engineering, agent assist functionalities, and screen pop integrations. You will be responsible for validating prompt logic and code quality, alongside supporting deployment and operational runbooks for AI-powered contact center environments.

Drive end-to-end ownership of a team focused on designing, developing, and implementing cloud-based contact center transformations using platform-led solutions across enterprise settings.

Spearhead proposal responses to client RFPs and RFIs, ensuring a consistent pipeline of strategic opportunities and transformation projects.

Collaborate with market unit leaders to identify emerging client needs, define talent requirements, and align capability development with business objectives.

Contribute to practice growth through active talent acquisition and by mentoring and upskilling current team members to meet evolving demands.

Lead complex contact center transformation programs, engaging with clients and internal teams for solution design, requirement analysis, backlog grooming, and stakeholder demos.

A minimum of 3 to 5 years of direct experience with Amazon Connect Contact Center is essential.

Demonstrated experience as a seasoned techno-functional professional on large-scale business or operational transformation projects is required.

Possess a solid understanding of the contact center technology landscape and an awareness of AWS Cloud platform services, including Solution Architect skills.

Extensive knowledge of Amazon Connect features and related AWS services like Lex, Pinpoint, Transcribe, and Comprehend is crucial.

Develop and validate IVR solutions within Amazon Connect, including support for AI prompt design, agent assist, and screen pop setups. A 15-year full-time education is mandatory.