Custom Software Engineer

Project Role : Custom Software Engineer
Project Role Description : Lead the effort to design, build and configure applications, acting as the primary point of contact.
Must have skills : Cloud Contact Center Implementation
Good to have skills : NA
Minimum 5 year(s) of experience is required
Educational Qualification : 15 years full time education

Summary:

We are seeking an experienced Amazon Connect AI Engineer with bedrock experience to design, build, integrate, and support intelligent contact-center solutions on AWS. The role combines Amazon Connect configuration, generative AI, agent assistance, knowledge management, outbound campaigns, reporting, and serverless development. The successful candidate will translate business requirements into secure, scalable solutions and own delivery from solution design through testing, deployment, documentation, and operational support.

Roles & Responsibilities:
- Design and implement Amazon Connect contact-center solutions, including contact flows, queues, routing profiles, security profiles, agent workspace integrations, and telephony configurations.
- Build generative AI use cases using Amazon Bedrock, including prompt design, foundation-model integration, guardrails, grounding, evaluation, monitoring, and responsible-AI controls.
- Configure and extend Amazon Q in Connect / Amazon Connect AI agents to provide contextual knowledge, recommended responses, next-best actions, and automated assistance during and after customer interactions.
- Implement Amazon Connect Contact Lens capabilities, including transcription, sentiment and conversational analytics, quality insights, and post-contact call summarization.
- Create and maintain knowledge bases and content-ingestion pipelines so AI assistants and agents return accurate, traceable, and current answers.
- Develop step-by-step guides and agent workflows that guide users through business processes, troubleshooting, compliance steps, and customer-service actions.
- Design and implement Amazon Connect outbound campaigns, including campaign flows, customer lists, retry logic, answering-machine detection, quotas, scheduling, monitoring, and regulatory controls.
- Outbound campaigns — campaign setup, dialing modes, campaign management, segmentation
- Amazon Connect outbound campaign flows — designing and implementing customer journeys for outbound calls.
- Develop custom reports, dashboards, and data pipelines using Amazon Connect metrics, Contact Trace Records, Contact Lens data, Amazon S3, Amazon Athena, Amazon QuickSight, or approved enterprise reporting platforms.
- Build production-grade AWS Lambda functions and APIs for integrations, orchestration, validation, event processing, error handling, logging, and retry mechanisms.
- Design DynamoDB data models and event-driven workflows using Amazon EventBridge, including schedules, rules, event routing, idempotency, and failure recovery.
- Integrate Amazon Connect with CRM, case-management, identity, knowledge, reporting, and line-of-business systems using secure APIs and AWS services.
- Create technical designs, implementation guides, test evidence, runbooks, deployment plans, and knowledge-transfer materials participate in code reviews and production support.

Professional & Technical Skills:
- Must Have Skills: Proficiency in Amazon Connect and Bedrock. Strong hands-on experience with contact flows, queues, routing, agent workspace, tasks, security profiles, Contact Trace Records, APIs, CloudWatch logging, and environment promotion.
- Generative AI: Practical experience with Amazon Bedrock, prompt engineering, model selection, grounding/RAG, guardrails, evaluation, observability, security, privacy, and cost optimization.
- AI Agent Assistance: Experience implementing Amazon Q in Connect or current Amazon Connect AI agent capabilities, including assistant configuration, knowledge integration, recommendations, actions, and agent-workspace adoption.
- Contact Lens: Experience with transcription, conversational analytics, sentiment, quality management, redaction, and AI-generated post-contact summaries.
- Knowledge Management: Ability to organize, ingest, index, govern, and refresh enterprise knowledge for accurate AI-assisted responses.
- Outbound Campaigns: Experience configuring voice or digital campaigns, dedicated queues and flows, dialer behavior, answering-machine detection, quotas, retries, caller identity, compliance, and performance monitoring.
- Serverless Development: Strong Lambda development skills in Python, Node.js, or Java, with API integration, IAM, Secrets Manager, KMS, structured logging, automated testing, and CI/CD practices.
-Data and Events: Hands-on knowledge of DynamoDB partition-key design, indexes, streams, transactions, TTL, and EventBridge event buses, rules, schedules, retries, and dead-letter handling.
- Reporting: Ability to customize operational and business reporting using Connect metrics and AWS analytics services strong understanding of contact-center KPIs and data quality.
- Engineering Practices: Proficiency with Git, infrastructure as code such as AWS CloudFormation, CDK, or Terraform, automated deployment, unit/integration testing, troubleshooting, and Agile delivery.

Additional Information:
- The candidate should have minimum 5 years of experience in Amazon Connect and 5 year in Bedrock .
- This position is based at our Bengaluru office.
- A 15 years full time education is required.

15 years full time education

About Accenture

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