We are seeking a Custom Software Engineer to design, code, and enhance components across systems and applications, delivering scalable, high-performing solutions using modern frameworks and agile practices.

This role involves building AI-driven IVR solutions within Amazon Connect, focusing on prompt engineering for goal-oriented and scripted interactions. You will also manage agent assist features, screen pop integrations, and ensure the validation of prompt logic and code quality. Support for runbooks, deployment, monitoring, and ongoing operations of AI-powered contact center solutions is also a key aspect of this position.

Drive end-to-end ownership of teams designing and implementing cloud-based contact center transformations. Lead proposal responses to client RFPs/RFIs, ensuring a continuous pipeline of strategic opportunities.

Collaborate with market leaders to identify emerging client demands and define talent requirements. Build and expand the practice through active participation in talent acquisition and nurturing current team members.

Lead complex contact center transformation programs, engaging with clients and internal teams for solution design, requirement analysis, and delivering regular stakeholder demos. Support the building and maintenance of AI IVR solutions, including prompt design, agent assist, and screen pop setup.

A minimum of 3 years of hands-on experience with Amazon Connect Contact Center is mandatory, with a preference for 5 years. You should be a seasoned techno-functional professional with significant experience in large-scale business or operational transformation projects.

Possess a strong understanding of the contact center technology landscape, the AWS Cloud platform, and services like Lex, Pinpoint, Transcribe, and Comprehend. Deep functional and technical expertise in APIs and related integration experience, including Salesforce, Service Now, and Bot platforms, is essential.

Demonstrate the ability to understand and address customer challenges and requirements effectively. Excellent communication and strong program/people management skills are vital. A requirement of 15 years of full-time education is also stipulated for this role.