AWS Connect Engineer

2 weeks ago

India Weekday AI Full time

This role is for one of the Weekday's clients

Min Experience: 3 years

Location: Remote (India)

JobType: full-time

Join a rapidly growing platform team that is transforming customer experience through AI-driven automation. This role focuses on building and optimizing intelligent contact center workflows using Amazon Connect, tightly integrated with a Databricks-based enterprise data lake. You will play a key role in developing voice LLM agents, real-time analytics pipelines, and automated decisioning systems that power customer care, collections, agent performance, and operational intelligence.

Requirements
Key Responsibilities
  • Architect, develop, and enhance AI-powered contact center solutions using Amazon Connect.
  • Integrate Databricks Lakehouse with Connect and AI services to enable:
    • Real-time agent assistance and contextual insights
    • Automated decision-making workflows
    • Advanced analytics and post-interaction intelligence
  • Build and optimize core components including:
    • Amazon Connect Contact Flows
    • Lex V2 conversational bots
    • Lambda-based orchestration
    • Agent assist and workflow automation capabilities
  • Implement inference pipelines for sentiment analysis, compliance detection, risk scoring, and QA.
  • Utilize LLM-based voice and chat agents to automate end-to-end customer interactions.
  • Deploy infrastructure using Infrastructure-as-Code (CDK, Terraform, or CloudFormation).
  • Monitor and continuously improve contact center KPIs such as AHT, CSAT, NPS, and QA metrics.
  • Collaborate with Product, Operations, and Data Engineering teams to deliver measurable business outcomes.
Required Qualifications
  • 3+ years of hands-on experience with Amazon Connect engineering and contact center workflow development.
  • Strong experience with:
    • AWS Lex, Lambda, S3, DynamoDB
    • Kinesis, SQS, and event-driven architecture
    • AI/ML inference within AWS environments
  • Practical experience with Databricks Lakehouse, including Delta Lake read/write pipelines.
  • PySpark or Spark SQL for data transformation and processing.
  • Strong programming skills in Python or
  • Comfort working with streaming data, JSON event structures, and data quality best practices.
Nice-to-Have
  • Experience within collections, customer care, or contact center automation.
  • Exposure to RAG pipelines, LLM integrations, and real-time AI agents.
  • Knowledge of vector databases such as Pinecone, FAISS, or Milvus.
  • Familiarity with regulatory frameworks like PCI, SOC2, and HIPAA.
Skills

Python
• PySpark
• AWS Lambda
• AWS Lex
• Amazon Connect
• DynamoDB
• Kinesis
• Amazon SQS
• Databricks
• AI/ML
• Delta Lake
•
• Terraform / CDK / CloudFormation

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