AWS Connect Engineer

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 Node.js.
• 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 • Node.js • Terraform / CDK / CloudFormation