Job Title

Experience: 4+ YearsNotice Period: Immediate to 15 DaysLocation: Currently RemoteKey Responsibilities- Design, configure, and implement Amazon Q in Connect (QiC) AI Agents aligned tocontact center business workflows.- Develop and iterate QiC prompts, tool requests, and grounding patterns to support agent assist and self-service. - Build and enhance Amazon Connect contact flows, routing, queues, and agent experience configurations. - Configure knowledge integration for QiC agent assist/self-serve, including: - Out-of-the-box ServiceNow knowledge integration where applicable. - Collaboration with the integrations engineer to define requirements for custom tag/category filtering and relevance tuning. - Design and implement Amazon Lex V2 bots, including conversational intent modeling, dialog management, and Connect integration. - Partner with the Jira-focused integrations engineer to ensure QiC tool designs align with back-end APIs and ticketing workflows. - Participate in solution design, backlog refinement, test planning, and release readiness. - Produce concise technical documentation and operational runbooks for customer handoff.Required Qualifications- 4+ years of hands-on experience with Amazon Connect in production environments. - Demonstrated experience with Amazon Q in Connect or comparable agent-assist/selfserve - GenAI solutions. - Strong expertise in: Contact flows, routing profiles, queues, and metrics-driven optimization. - Knowledge-driven self-serve and agent assist patterns. - Experience with Amazon Lex V2 design and deployment. - Ability to translate business processes into durable Connect/QiC implementations.