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
Valuable 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

📌 Custom Software Engineer (Bengaluru)
🏢 Accenture
📍 Bengaluru