AWS Amazon Connect, AI Engineer
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Job Description
Engineer developing AI-driven member service workflows at The Motley Fool. Designing and deploying automated features in Amazon Connect environments.
Responsibilities:
- Deliver phase-one AI capabilities in our existing Amazon Connect environment, focusing on AI-first call handling, intelligent routing, and autonomous resolution of common login, account, and password-reset queries.
- Design AI-first workflows for voice and email that prioritize autonomous resolution, allowing the system to intelligently decide when to handle a request end-to-end and when to route to an agent.
- Leverage our existing call recordings and transcripts to extract real interaction patterns and customer language to ground the AI in actual member needs.
- Build elegant handoff patterns that preserve a member's interaction history, intent, and attempted actions so they never have to repeat themselves.
- Write clean, production-ready Python backend code and AWS Lambda integrations to handle secure account lookups, validation, and CRM updates.
- Integrate Amazon Connect workflows with HubSpot and other internal systems to equip the AI agent with real-time customer context.
- Establish a reusable metadata and session strategy to enrich ongoing and future interactions with purchase history and communication logs.
- Tune RAG (Retrieval-Augmented Generation) patterns and Bedrock Knowledge Bases to keep AI responses grounded in approved policies and procedures.
- Implement practical guardrails that keep AI responses focused on approved topics and apply secure verification steps for sensitive workflows.
- Deploy and manage AWS resources using CloudFormation, CDK, or Terraform, ensuring version-controlled deployments of Connect flow JSONs.
- Author clean, clear architecture runbooks, deployment procedures, and prompt configurations to ensure the wider team can easily operate your work.
- Lay the technical foundations for future authenticated transactions like billing updates, self-service cancellations, and payment processing.
Requirements:
- Strong production experience designing, building, and deploying Amazon Connect contact flows, queues, and routing profiles.
- Hands-on experience working with Amazon Connect generative AI capabilities, including Amazon Q in Connect, post-contact summaries, and prompt guardrails.
- Expert-level Python skills, particularly for AWS Lambda integrations and backend microservices.
- Deep implementation experience across the AWS ecosystem, specifically Lex, Bedrock, DynamoDB, S3, Kinesis, CloudWatch, and IAM.
- Strong working knowledge of Amazon Connect’s current agentic AI stack, including agentic self-service, Bedrock Knowledge Bases, and MCP.
- Proven experience managing Amazon Connect deployments via Infrastructure as Code using CloudFormation, CDK, or Terraform.
- Experience integrating contact center systems with enterprise CRMs (HubSpot preferred) and third-party SaaS APIs.
- Experience designing voice and email as a unified conversation thread, designing custom session context models, or tuning prompts based on production sentiment analysis (preferred).
- Experience with post-contact summaries, transfer summaries, or agent-assist capabilities (preferred).
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