Join our team at Amazon Web Services (AWS) as a Support Engineer, focusing on MLDOPs. You will be instrumental in creating seamless cloud contact center experiences by collaborating with operations, product, tech, and program stakeholders. This role involves leading the development of new customer interaction channels, telephony integrations, and contact flow onboarding from initial design to continuous improvement.

We seek individuals with expertise in Generative AI and Agentic systems, capable of integrating conversational AI, intelligent routing, and automation into contact center workflows. Your contributions will enhance customer experience designs and boost builder productivity through AI-driven solutions.

Develop deep subject matter expertise in areas like IVR logic, omnichannel routing, real-time analytics, or workforce optimization, serving as the key technical point of contact for your team. A strong grasp of cloud telephony features, CRM integrations, and event-driven service architectures is essential.

Take ownership of the end-to-end development of innovative customer interaction channels, telephony integrations, and contact flow onboarding. Design, develop, test, launch, and continually enhance self-service software products that empower customers and internal teams to independently manage contact center capabilities.

Demonstrate strong analytical skills to investigate and resolve technical product and operational issues across voice, chat, and task channels, developing effective solutions. Provide technical guidance and encourage team members to identify and address root causes.

Proactively partner with technology teams to understand their roadmaps and assess impacts on contact flow designs, integration architectures, and customer outcomes. Contribute to program technology evolution by gaining insights into various implementation strategies and applying them to bug fixes, system improvements, and scalable enhancements.

A minimum of 1 year in software development or technical support is required, along with proven experience in troubleshooting and debugging technical systems. Proficiency in scripting using modern programming languages is essential.

We are looking for candidates who can leverage expertise in Generative AI and Agentic systems to enhance customer experience designs. While not strictly required, experience with serverless architectures such as Lambda, API Gateway, and DynamoDB is preferred.

AWS values diverse experiences. If your career path is unique or you don't meet every preferred qualification, we still encourage you to apply. We believe in fostering an inclusive culture that empowers everyone to deliver their best work.