Job Description & Details
This is a specialized contract role bridging the gap between business stakeholders and engineering teams to modernize a massive contact center using cutting-edge AWS AI infrastructure. If you enjoy untangling complex telephony flows and defining how AI agents handle live customer interactions, this project puts you right at the forefront of enterprise automation.
What You'll Actually Be Doing
Your day-to-day will be a mix of leading discovery workshops with everyone from Contact Center Operations to Compliance, and translating those abstract customer experience goals into rock-solid user stories. You'll spend a lot of time mapping out tricky conversational paths—like handling fallback loops, timeout errors, and smooth context transfers when an AI agent needs to hand an upset caller over to a live human. You're essentially designing the operational brain of the new call center, ensuring that automated voice systems don't just reduce headcount, but actually deliver a decent user experience.
The Core Tech Stack
You need deep fluency in IVR environments and modern contact center infrastructure, with Amazon Connect and AWS Lex being absolute non-negotiables for success here. The team is leaning heavily into AWS Bedrock and Nova Sonic, so having an intuitive grasp of Agentic AI use cases, NLU concepts, and intent-driven design will save you weeks of onboarding pain. Beyond the cloud tech, your ability to document API integration requirements, CRM touchpoints, and rigid PII/PCI compliance guardrails will dictate how fast this platform actually ships.
Interview Expectations
Expect the hiring manager to throw a messy edge-case scenario at you, such as a caller screaming profanities or getting stuck in an infinite intent loop, and ask how you would architect the AI fallback and human escalation path. They are secretly testing your patience and consultative grit to see if you can manage strong-willed business stakeholders who want the AI to do everything while security teams try to lock down every piece of PII. Be ready to talk through a time you translated a vague business requirement into a precise technical acceptance criteria without breaking a sweat.
Application Advice
To get past the ATS filter, make sure your resume explicitly calls out phrases like 'Amazon Connect,' 'IVR call flow design,' 'Agentic AI use cases,' and 'epic/user story mapping.' Don't just list tools; emphasize your experience working with compliance and security teams to handle sensitive customer data in cloud contact center environments. Highlight your workshop facilitation skills and ability to drive consensus across cross-functional tech and business squads.