Principal Software Engineer

Primary Responsibilities:
Design end-to-end solutions using Amazon Connect (Chat), Lex Chatbots, and AWS services
Develop and optimize contact flows and conversational AI experiences
Architect Bedrock-based AI agent flows and integrate GenAI capabilities
Define scalable, secure, and high-availability architectures
Ensure alignment with enterprise standards and best practices
Work with Amazon Connect, Lex, AWS Lambda, Amazon Bedrock, Amazon Q, Agent Core, and Strands Agents
Leverage AI/ML services to enhance customer experiences
Integrate AI agents into customer journeys and backend systems
Engage with business teams to gather and refine requirements
Maintain configuration workbooks and solution documentation
Translate business requirements into technical designs
Implement secure architecture practices
Ensure compliance with enterprise security policies
Perform troubleshooting and root cause analysis
Optimize system performance and reliability

Required Qualifications:
8+ years of overall IT experience
5+ years of relevant experience in AWS and Amazon Connect
5+ years of experience with system architecture, security, and troubleshooting
3+ years of hands-on expertise in AWS Lambda, Amazon Lex and serverless architecture
3+ years of experience with GenAI services (Bedrock, Amazon Q, AI Agents)
Driver's License and access to reliable transportation

Preferred Qualifications:
Proven excellent communication and stakeholder management
Proven solid analytical and problem-solving skills
Ability to work in cross-functional teams
Demonstrated leadership and mentoring capabilities
Experience in digital contact center transformation
Exposure to omnichannel engagement platforms
Experience migrating from Genesys or LivePerson to Amazon Connect

Skills Required
8+ years of overall IT experience
5+ years of relevant experience in AWS and Amazon Connect
5+ years of experience with system architecture, security, and troubleshooting
3+ years of hands-on expertise in AWS Lambda, Amazon Lex and serverless architecture
3+ years of experience with GenAI services (Bedrock, Amazon Q, AI Agents)
Driver's License and access to reliable transportation