RQ11252 - AI Engineer - Senior

Responsibilities:

• Undertakes the development, configuration, implementation and support of Artificial Intelligence (AI), Generative AI and Conversational AI solutions based on business requirements, architecture standards, security policies, best practices and project deliverables.
  
• Designs, develops and supports AI-powered conversational IVR solutions, virtual assistants, voicebots, AI agents and self-service capabilities utilizing Amazon Connect Customer AI Agents, Amazon Bedrock, Amazon Lex and related technologies.
  
• Develops and maintains integrations between AI solutions, contact centre platforms, enterprise applications, knowledge repositories, APIs, workflow systems and cloud services.
  
• Designs, develops and optimizes prompts, prompt templates, orchestration logic, retrieval mechanisms and AI guardrails to ensure secure, accurate and effective AI interactions.
  
• Develops and supports AI Agents leveraging Large Language Models (LLMs), Retrieval Augmented Generation (RAG), Model Context Protocol (MCP) servers, tool-calling frameworks and enterprise knowledge repositories.
  
• Configures and develops Amazon Lex bots including intents, slots, utterances, fulfillment logic, conversational flows and escalation mechanisms.
  
• Works closely with architects, business analysts, contact centre teams and stakeholders to implement scalable, secure and reliable AI solutions.
  
• Develops technical specifications, implementation documentation, deployment procedures and operational support materials.
  
• Participates in testing, troubleshooting, deployment and ongoing optimization of AI-powered contact centre solutions.
  
• Ensures solutions comply with organizational standards for security, privacy, accessibility and Responsible AI.
  

General Skills:

• Knowledge of Artificial Intelligence (AI), Generative AI, Machine Learning (ML), Large Language Models (LLMs), Agentic AI and Conversational AI technologies.
  
• Knowledge of Retrieval Augmented Generation (RAG), prompt engineering, vector databases and semantic search technologies.
  
• Knowledge of Amazon Connect, Amazon Bedrock, Amazon Lex and AWS cloud services.
  
• Knowledge of MCP (Model Context Protocol) concepts, tool integration patterns and AI agent orchestration.
  
• Knowledge of cloud computing technologies, APIs, microservices and event-driven architectures.
  
• Ability to gather technical requirements and translate them into scalable AI solutions.
  
• Ability to develop technical designs, implementation specifications and support documentation.
  
• Knowledge of technology trends, emerging AI capabilities and industry best practices.
  
• Excellent analytical, problem-solving and troubleshooting skills.
  
• Excellent verbal and written communication skills, interpersonal skills and teamwork skills.
  
• A team player with a track record for meeting deadlines.
  

Experience and Skill Set Requirements:

Must Haves:

• 5+ years of experience developing Artificial Intelligence and Machine Learning solutions.
  
• Hands-on experience implementing Generative AI and Large Language Model (LLM) solutions in enterprise environments.
  
• 5+ years of experience implementing contact centre solutions utilizing Amazon Connect.
  
• Experience configuring and developing Amazon Connect Customer AI Agents.
  
• Extensive experience designing, developing and implementing Amazon Connect cloud-based contact centre solutions.
  
• Experience integrating Amazon Bedrock services with Amazon Connect solutions.
  
• Experience designing, developing and optimizing prompts for conversational AI, virtual assistants and AI agents.
  
• Experience with AWS services including Amazon Connect, Amazon Bedrock, Amazon Lex, AWS Lambda, API Gateway, Amazon DynamoDB, Amazon S3, CloudWatch, EventBridge and IAM.
  
• Knowledge of Azure OpenAI, Azure AI Services, Azure AI Foundry, Google Vertex AI, Gemini and equivalent AI platforms.
  
• Strong experience with Python development.
  
• Experience with JavaScript, Node.js and related technologies.
  
• 5+ years of experience implementing conversational AI, IVR or contact centre solutions.
  

Nice to have:

• Prior OPS or Public sector exp.
  

Skill Set Requirements:

Technical Skills:

AI Engineering & Generative AI:

• 5+ years of experience developing Artificial Intelligence and Machine Learning solutions.
  
• Hands-on experience implementing Generative AI and Large Language Model (LLM) solutions in enterprise environments.
  
• Experience building and supporting AI Agents utilizing foundation models and agent orchestration frameworks.
  
• Experience implementing Retrieval Augmented Generation (RAG) architectures utilizing enterprise knowledge repositories.
  
• Experience working with foundation models including Anthropic Claude, OpenAI GPT, Google Gemini, Meta Llama or equivalent technologies.
  
• Experience evaluating and selecting AI technologies, foundation models and AI services based on business requirements.
  
• Experience designing and implementing AI-powered customer self-service and conversational solutions.
  
• Experience with AI model monitoring, evaluation, optimization and performance tuning.
  
• Understanding of Responsible AI practices, AI safety controls and governance principles.
  

Amazon Connect, Bedrock & Lex Development:

• 5+ years of experience implementing contact centre solutions utilizing Amazon Connect.
  
• Experience configuring and developing Amazon Connect Customer AI Agents.
  
• Extensive experience designing, developing and implementing Amazon Connect cloud-based contact centre solutions.
  
• Experience integrating Amazon Bedrock services with Amazon Connect solutions.
  
• Experience developing conversational IVR, virtual assistants and voice-enabled self-service capabilities.
  
• Experience developing and supporting Amazon Lex bots including intents, slots, utterances, fulfillment logic and conversational workflows.
  
• Strong knowledge of Contact Lens, Contact Trace Records (CTR), reporting, dashboards, analytics and operational metrics.
  
• Experience developing contact flows, routing logic, customer journeys and escalation mechanisms.
  
• Knowledge of intelligent routing, intent recognition and conversational design concepts.
  

Prompt Engineering, Guardrails & MCP:

• Experience designing, developing and optimizing prompts for conversational AI, virtual assistants and AI agents.
  
• Experience creating prompt engineering frameworks, templates and reusable design patterns.
  
• Experience implementing AI guardrails including content filtering, safety controls, grounding strategies, response validation and hallucination mitigation.
  
• Experience developing and supporting Model Context Protocol (MCP) server integrations.
  
• Experience implementing AI agent tool-calling, function-calling and orchestration capabilities.
  
• Experience integrating AI agents with enterprise tools, APIs and business applications.
  
• Experience evaluating AI response quality, prompt effectiveness and conversational outcomes.
  
• Experience implementing testing and monitoring frameworks for conversational AI solutions.
  

AWS, Cloud & Integration Technologies:

• Experience with AWS services including Amazon Connect, Amazon Bedrock, Amazon Lex, AWS Lambda, API Gateway, Amazon DynamoDB, Amazon S3, CloudWatch, EventBridge and IAM.
  
• Experience developing REST APIs, web services and enterprise integrations.
  
• Experience with serverless application development.
  
• Experience developing microservices and event-driven solutions.
  
• Experience implementing CI/CD pipelines and DevOps practices.
  
• Experience with Infrastructure as Code and cloud automation tools.
  
• Knowledge of AWS SageMaker for machine learning model development, deployment and monitoring.
  
• Knowledge of Azure OpenAI, Azure AI Services, Azure AI Foundry, Google Vertex AI, Gemini and equivalent AI platforms.
  

Development Technologies:

• Strong experience with Python development.
  
• Experience with JavaScript, Node.js and related technologies.
  
• Experience with SQL and NoSQL databases.
  
• Experience utilizing Git, GitLab, Jenkins or similar DevOps tools.
  
• Experience troubleshooting and supporting cloud-native applications.
  
• Experience implementing secure software development practices.
  

Core Skills and Experience:

8+ years of experience with:

• Software development and application integration.
  
• Developing and maintaining technical designs, specifications and documentation.
  
• Designing and implementing APIs and enterprise integrations.
  
• Agile software delivery methodologies.
  
• Troubleshooting and root cause analysis.
  
• Unit testing, integration testing and performance testing.
  
• Cloud-native application development.
  
• Supporting production environments and operational processes.
  
• Working closely with business stakeholders and technical teams.
  
• Evaluating new technology alternatives and vendor products.
  
• Providing recommendations for technical improvements and solution optimization.
  
• Designing, maintaining and managing automation solutions and operational processes.
  

AI / Contact Centre Domain Experience:

• 5+ years of experience implementing conversational AI, IVR or contact centre solutions.
  
• Experience developing AI-driven customer service and citizen-facing solutions.
  
• Experience implementing AI Agents, virtual assistants and conversational self-service solutions.
  
• Experience utilizing Amazon Connect Customer AI Agents in enterprise environments.
  
• Experience implementing Retrieval Augmented Generation (RAG) and enterprise knowledge retrieval capabilities.
  
• Experience with speech analytics, sentiment analysis and customer experience optimization technologies.
  
• Knowledge of contact centre metrics, reporting and operational analytics.
  
• Experience utilizing Contact Lens and CTR reporting to analyze customer interactions and improve outcomes.
  
• Experience with large, complex IT projects.
  

General Skills:

• Proven technical leadership skills with ability to identify areas for improvement and recommend solutions.
  
• Exceptional analytical, problem-solving and decision-making skills.
  
• Demonstrated strong troubleshooting and critical-thinking experience.
  
• Demonstrated strong interpersonal, verbal and written communication and presentation skills.
  
• Ability to work independently and collaboratively within multidisciplinary teams.
  
• Strong organizational, planning and time management skills.
  
• Demonstrated commitment to innovation, continuous improvement and quality service delivery.
  
• Ability to learn and adapt to emerging AI technologies and industry trends.
  

Public Sector Experience:

• Knowledge of Public Sector Enterprise Architecture artifacts (or similar), processes and practices.
  
• Experience producing technical documentation that complies with industry-standard practices.
  
• Knowledge and experience implementing solutions within government or highly regulated environments.
  
• Experience adopting and adhering to Public Sector Unified I&IT Project Methodology, Public Sector Enterprise Architecture and Public Sector Standard Systems Development Methodologies.
  
• Experience supporting large-scale public sector digital transformation initiatives.