Senior CXE Engineer - Amazon Connect

Salary: £42,000 - 82,000 per year

Requirements:

• Hands-on software engineering experience, including building on Amazon Connect or comparable CCaaS platforms at enterprise scale
• Strong, current Amazon Connect skills: contact flows, routing, Cases and Tasks, Contact Lens, Customer Profiles, Streams API, and the Connect data/analytics stack
• Hands-on experience with conversational and generative AI, Amazon Lex plus LLM-based development (Amazon Bedrock, Q in Connect, or equivalent), including prompt engineering and tool calling
• Strong TypeScript/Node.js and Python; production React experience; solid AWS serverless engineering (Lambda, EventBridge, API Gateway, DynamoDB, Step Functions, Kinesis)
• Infrastructure as code proficiency with AWS CDK or Terraform, including multi-account deployment patterns
• Experience shipping and supporting production systems, testing discipline, observability instrumentation, and incident debugging

Responsibilities:

• Build AI-native self-service using Amazon Connect AI agents, Amazon Q in Connect, and Amazon Bedrock, implementing multi-agent orchestration patterns and escalation paths to human queues
• Engineer prompts and tool-calling integrations at production scale, including SearchProfiles lookups, case creation, external API tools, authentication flows, and guardrails against hallucination and verification loops
• Implement barge-in handling, fallback, and error-recovery behavior for voice AI, and validate it with turn-by-turn trace analysis
• Optimize inference cost and latency through model tier selection, prompt caching, and token budgeting against containment-rate targets
• Diagnose AI agent performance using observability tooling that correlates contact flow logs, conversation transcripts, AI agent spans, tool executions, and token usage
• Build conversational experiences where intent-based NLU is the right fit, including multilingual support and SSML-tuned voice interactions
• Build contact flows that integrate AI agents, Lambda-backed business logic, Customer Profiles, and dynamic data-driven routing
• Implement Amazon Connect Cases and Tasks solutions, including case templates, queue-based work allocation, SLA/TAT monitoring, approval workflows, and migrations from legacy case systems
• Configure and operationalize Contact Lens for real-time sentiment, post-contact summaries, category rules, and quality management
• Implement proficiency-based and attribute-driven routing, outbound campaigns, and workforce management integrations for forecasting, scheduling, and adherence
• Build out the Amazon Connect analytics data lake and QuickSight dashboards for real-time operations and executive reporting
• Support legacy platform migrations, including flow conversion, data migration, parallel-run validation, and production cutover on live contact centers
• Build custom Agent Workspace experiences with the Amazon Connect Streams API, third-party app embedding, and CRM screen-pop integrations
• Build serverless, event-driven backends for real-time event processing and customer journey orchestration
• Treat accessibility as a first-class requirement, including WCAG 2.1 AA compliant components and automated accessibility scanning
• Author infrastructure as code with AWS CDK as the primary tool and CloudFormation or Terraform where required
• Build and maintain CI/CD pipelines and automated test suites, including unit, E2E, API, and integration tests
• Follow phased rollout patterns for production contact centers and write runbooks for cutovers
• Instrument monitoring and alerting, and participate in production incident triage
• Apply security and compliance baselines in everything we ship, including least-privilege IAM, DevSecOps scanning, and encryption standards
• Work directly with customer engineering teams through pairing, technical working sessions, demos, and knowledge transfer
• Contribute to architecture decisions within the workstream, evaluate native Connect capability before custom builds, surface trade-offs, and document decisions
• Perform code reviews, uphold engineering standards, and mentor junior and mid-level CX engineers
• Contribute reusable assets back to the practice, including shared CDK constructs, skills/plugins, demo environments, and internal tooling

Technologies:

• AI
• AI Agents
• API
• AWS
• Lambda
• CI/CD
• CRM
• DevSecOps
• E2E
• Flow
• IAM
• Support
• LLM
• Python
• React
• Security
• Serverless
• Terraform
• TypeScript
• NodeJS
• Cloud
• CloudWatch
• Cisco
• Genesys
• GitHub
• Jest
• Oracle
• Playwright
• Salesforce
• ServiceNow

More:

We are offering 3 contract Senior CXE Engineer roles focused on Amazon Connect, with an initial 6-month contract length and rolling extensions. The roles are UK remote based, with some travel for essential meetings, and involve work across deep Amazon Connect platform engineering, generative AI development on Bedrock and Claude, and full-stack serverless delivery. You will work within architectures set by practice leads while collaborating directly with customer engineering teams, contributing reusable assets back to the practice, and helping deliver production contact-center solutions at enterprise scale.

last updated 37 week of 2026