AI Contact Centre Engineer (AWS Connect)

CSK is seeking an experienced AI Contact Centre Engineer to design, build, and support next-generation customer engagement solutions using Amazon Connect and AWS AI services.

This role combines cloud engineering, contact centre architecture, conversational AI, and automation. You will work with business stakeholders, solution architects, and development teams to deliver intelligent customer experiences across voice, chat, messaging, and self-service channels.
The ideal candidate will have strong experience with AWS Contact Centre technologies and a passion for leveraging AI to improve customer outcomes, operational efficiency, and agent productivity.
 
Key Responsibilities

• Design and implement cloud-based contact centre solutions using Amazon Connect
• Develop conversational AI solutions using:
• Amazon Lex
• Amazon Bedrock
• Amazon Q
• AWS Lambda
• Amazon Transcribe
• Amazon Polly
• Amazon Comprehend
• Build intelligent virtual agents and self-service customer journeys
• Integrate Amazon Connect with CRM, ERP, and business applications
• Develop real-time and post-call analytics capabilities
• Implement AI-powered agent assist solutions
• Configure contact flows, routing strategies, queues, and workforce optimisation capabilities
• Build APIs and integration services to support omnichannel customer experiences
• Automate contact centre operations using Infrastructure as Code
• Monitor platform performance, reliability, and security
• Collaborate with stakeholders to identify and deliver AI use cases

Required Skills & Experience
AWS Contact Centre

• 3+ years experience with Amazon Connect
• Experience designing and supporting enterprise contact centres
• Strong understanding of:
• Contact flows
• Routing profiles
• Queues
• Chat and voice channels
• Reporting and analytics

AI & Automation

• Generative AI solutions using Amazon Bedrock
• Conversational AI and chatbot development
• Large Language Models (LLMs)
• Prompt engineering
• Retrieval-Augmented Generation (RAG)
• Knowledge management solutions

What You'll Deliver

• AI-powered self-service solutions
• Agent Assist capabilities
• Knowledge search and retrieval platforms
• Automated call summarisation
• Customer intent detection
• Sentiment analytics
• Omnichannel customer experiences
• Contact centre modernisation initiatives

 Qualifications

• Degree in Computer Science, Information Technology, Software Engineering, or related discipline
• AWS Certifications highly regarded:
• AWS Solutions Architect
• AWS AI Practitioner
• AWS Machine Learning Specialty
• AWS Developer Associate