AWS Amazon Connect Agentic AI Engineer

The Motley Fool

2d•$110 - $115

About The Position

The Motley Fool is seeking an AWS Amazon Connect Agentic AI Engineer for a hands-on contract role. This position is crucial in shaping the future of customer experience by evolving existing systems to keep members supported, connected, and heard. The focus is on extending and modernizing the current Amazon Connect-based voice contact center, integrated with HubSpot, by incorporating next-generation AI agent capabilities, Amazon Q in Connect, and native AWS integrations to achieve seamless customer interaction resolution. The goal is to enable members to receive fast, accurate answers and resolutions without waiting, with the AI handling a wide range of common interactions end-to-end. For complex situations requiring human support, the AI will provide full context to ensure a seamless experience. The role requires building a well-documented, IaC-managed foundation to support future roadmap phases.

Requirements

Strong production experience designing, building, and deploying Amazon Connect contact flows, queues, and routing profiles.
Hands-on experience working with Amazon Connect generative AI capabilities, including Amazon Q in Connect, post-contact summaries, and prompt guardrails.
Expert-level Python skills, particularly for AWS Lambda integrations and backend microservices.
Deep implementation experience across the AWS ecosystem, specifically Lex, Bedrock, DynamoDB, S3, Kinesis, CloudWatch, and IAM.
Strong working knowledge of Amazon Connect’s current agentic AI stack, including agentic self-service, Bedrock Knowledge Bases, and MCP.
Proven experience managing Amazon Connect deployments via Infrastructure as Code using CloudFormation, CDK, or Terraform.
Experience integrating contact center systems with enterprise CRMs (HubSpot preferred) and third-party SaaS APIs.

Nice To Haves

Experience designing voice and email as a unified conversation thread, designing custom session context models, or tuning prompts based on production sentiment analysis.
Experience with post-contact summaries, transfer summaries, or agent-assist capabilities.

Responsibilities

Deliver phase-one AI capabilities in the existing Amazon Connect environment, focusing on AI-first call handling, intelligent routing, and autonomous resolution of common login, account, and password-reset queries.
Design AI-first workflows for voice and email that prioritize autonomous resolution, allowing the system to intelligently decide when to handle a request end-to-end and when to route to an agent.
Leverage existing call recordings and transcripts to extract real interaction patterns and customer language to ground the AI in actual member needs.
Build elegant handoff patterns that preserve a member's interaction history, intent, and attempted actions so they never have to repeat themselves.
Write clean, production-ready Python backend code and AWS Lambda integrations to handle secure account lookups, validation, and CRM updates.
Integrate Amazon Connect workflows with HubSpot and other internal systems to equip the AI agent with real-time customer context.
Establish a reusable metadata and session strategy to enrich ongoing and future interactions with purchase history and communication logs.
Tune RAG (Retrieval-Augmented Generation) patterns and Bedrock Knowledge Bases to keep AI responses grounded in approved policies and procedures.
Implement practical guardrails that keep AI responses focused on approved topics and apply secure verification steps for sensitive workflows.
Deploy and manage AWS resources using CloudFormation, CDK, or Terraform, ensuring version-controlled deployments of Connect flow JSONs.
Author clean, clear architecture runbooks, deployment procedures, and prompt configurations to ensure the wider team can easily operate your work.
Lay the technical foundations for future authenticated transactions like billing updates, self-service cancellations, and payment processing.