Amazon Connect & AI Agent Engineer

ANZ Based | Remote & Flexible | Full-Time

We’re looking for an Amazon Connect & AI Agent Engineer to join the Optimate.me team and help us build the next generation of AI-powered contact centres across Australia and New Zealand.

This is a hands-on builder role for someone who genuinely enjoys getting into the technology, solving complex problems and turning solution designs into production-grade environments.

You’ll be working across Amazon Connect, AWS, Zendesk and Generative AI, building modern contact centre environments and the AI agents that sit within them, from agentic self-service and agent assist through to automated workflows, integrations and omnichannel customer experiences.

You’ll work closely with and report into our Head of CCaaS and GM of Operations, alongside our broader consulting and technical teams.

The role is ANZ-based and flexible, with the ability to work remotely while supporting customers across Australian and New Zealand time zones.

What you’ll be doing

A big part of your role will be taking solution designs and turning them into working technology.

You’ll:

• Build and deploy AI agents for self-service and agent assist using Amazon Connect AI agents, Amazon Bedrock and Amazon Lex V2 generative capabilities.

• Design AI agent logic and tooling, including prompts, RAG-based knowledge, API and tool calls through Lambda or MCP, guardrails and human hand-off.

• Build and configure Amazon Connect environments, including contact flows, queues, routing profiles, IVRs, hours of operation, security profiles and agent hierarchies.

• Develop serverless integrations across AWS using Lambda, API Gateway, DynamoDB, EventBridge, SNS/SQS and S3.

• Configure Amazon Connect Agent Workspace, including guides, views, agent layouts and third-party applications.

• Build omnichannel experiences across voice, chat, SMS, email, WhatsApp, Apple Messages for Business and in-app/web calling.

• Build Amazon Connect Cases and Tasks solutions integrated into contact flows and back-end systems.

• Create custom agent experiences and CCPs using the Amazon Connect Streams API, including SSO integrations.

• Integrate Amazon Connect with Zendesk and other business platforms, including CRMs, ERPs, ticketing platforms and internal systems.

• Deploy through CI/CD using Terraform and/or Serverless Framework, Git-based workflows and automated pipelines.

• Build monitoring and observability through CloudWatch logging, metrics, alarms, dashboards and event streaming.

• Test, evaluate and tune AI agents for accuracy, containment, latency and cost.

• Diagnose and resolve production issues across contact flows, Lambda, AI agents and integrations.

You’ll also join customer conversations where technical input is valuable, demonstrate what you’ve built, support testing and help deliver technical and administrator training.

You won’t be expected to own discovery, presales or the overall customer relationship. Our leadership and consulting teams will handle that so you can focus heavily on building and delivering great technology.

What we’re looking for

We’re looking for someone who has actually built and shipped these environments, rather than someone who has only had exposure to them.

Ideally, you’ll be able to demonstrate:

• At least 2 production Amazon Connect deployments that you’ve personally helped build through to go-live.

• At least 1 AI agent or Generative AI solution running in production within a contact centre or customer service environment.

• 2+ years of hands-on AWS experience, particularly Lambda, DynamoDB, API Gateway, CloudWatch, S3 and IAM.

• Experience building Amazon Connect contact flows at scale, including multi-queue routing, IVRs, callbacks, business-hours logic, error handling and reusable flow modules.

• Hands-on experience configuring and deploying Amazon Connect Agent Workspace.

• Production experience across multiple Amazon Connect channels beyond voice.

• Experience with Amazon Connect Cases and Tasks.

• Infrastructure-as-code experience using Terraform, CloudFormation/CDK or Serverless Framework.

• Backend development experience, including REST APIs and the AWS SDK.

Even better if you have

Experience across some of the following would be a big plus:

• Amazon Bedrock AgentCore, MCP or multi-agent orchestration

• Prompt engineering, RAG and LLM evaluation

• Custom CCP development using Amazon Connect Streams API

• Third-party applications within Agent Workspace

• Contact Lens and conversational analytics

• Customer Profiles and outbound campaigns

• AWS End User Messaging, SES and Cognito

• Kinesis, Firehose, Athena, QuickSight or Zendesk Explore

• ECS/Docker, CloudFront and Route 53

• Telephony migrations from platforms such as Avaya, Genesys or Cisco

• Number porting, SIP and PSTN

• AWS certifications across architecture, development, AI or machine learning

The kind of person we think will thrive here

You’re a builder at heart.

You like seeing something move from an architecture or idea into a working production environment. You’re curious about where AI agents are heading and, more importantly, you want to actually build with the technology rather than just talk about it.

You’re comfortable solving problems when the answer isn’t immediately obvious. You can communicate technical concepts without unnecessary jargon, take ownership of the quality of what you ship, and you’re comfortable working as part of a fast-moving team where everyone gets involved when needed.

You test your work, document it properly and stand behind what you deliver.

Most importantly, you’re excited by the opportunity to work at the intersection of AI, AWS, Amazon Connect and customer experience, and want to keep developing your capability as this technology continues to evolve.

Sound like you?

If you’ve been building in the Amazon Connect and AWS ecosystem and want an opportunity where you can get hands-on with AI agents, Generative AI and modern contact centre technology, we’d love to hear from you.

We’re less interested in whether you can tick every single box and more interested in seeing what you’ve actually built.

Apply through LinkedIn and tell us about an Amazon Connect deployment or AI solution you’re particularly proud of.