Oowlish, one of Latin America’s rapidly expanding software development companies, is seeking experienced technology professionals to enhance our diverse and vibrant team.
As a valued member of Oowlish, you will collaborate with premier clients from the United States and Europe, contributing to pioneering digital solutions. Our commitment to creating a nurturing work environment is recognized by our certification as a Great Place to Work, where you will have opportunities for professional development, growth, and a chance to make a significant international impact.
We offer the convenience of remote work, allowing you to craft a work-life balance that suits your personal and professional needs. We’re looking for candidates who are passionate about technology, proficient in English, and excited to engage in remote collaboration for a worldwide presence.
About the Role
We are looking for an experienced Senior Amazon Connect Engineer to build enterprise-scale contact center and conversational AI solutions using Amazon Connect, AWS serverless technologies, and Generative AI.
This is a highly hands-on engineering role where you’ll build contact flows, AI agents, serverless integrations, and custom agent experiences while helping modernize large-scale customer service platforms. You’ll work across Amazon Connect, Amazon Bedrock, conversational AI, full-stack development, and cloud-native architectures.
The ideal candidate combines deep experience with Amazon Connect or enterprise CCaaS with strong software engineering fundamentals and hands-on experience building AI-powered conversational experiences. You’ll also work directly with customer engineering teams, contributing to technical decisions, implementations, production releases, and knowledge transfer.
Key Responsibilities:
•
Design and build enterprise contact center solutions using Amazon Connect.
•
Develop and maintain contact flows, routing strategies, Customer Profiles, Cases, Tasks, and other Amazon Connect capabilities.
•
Build AI-powered self-service and conversational experiences using Amazon Connect AI capabilities and Amazon Bedrock.
•
Develop AI agents with tool-calling integrations, business workflows, authentication flows, and appropriate guardrails.
•
Implement conversational AI behaviors including escalation to human agents, fallback handling, and error recovery.
•
Develop backend integrations using AWS Lambda and serverless AWS services.
•
Build serverless and event-driven solutions using technologies such as EventBridge, Step Functions, SQS/SNS, DynamoDB, and Kinesis.
•
Develop custom agent and administrative experiences using React and Amazon Connect Streams API.
•
Integrate contact center solutions with CRM and enterprise platforms.
•
Build Infrastructure as Code using AWS CDK and/or Terraform.
•
Develop and maintain CI/CD pipelines and automated testing.
•
Implement monitoring, observability, and alerting for production contact center and AI workloads.
•
Troubleshoot complex production issues across voice, chat, backend services, and AI agents.
•
Support migrations from legacy contact center platforms to modern cloud-based solutions.
Requirements:
•
7+ years of hands-on software engineering experience.
•
2+ years building enterprise-scale solutions with Amazon Connect or comparable Contact Center as a Service (CCaaS) platforms.
•
Strong hands-on experience developing modern cloud applications using AWS.
•
Experience building conversational AI or Generative AI solutions.
•
Strong TypeScript/Node.js and Python development experience.
•
Production React development experience.
•
Strong AWS serverless engineering experience.
•
Experience with Infrastructure as Code.
•
Experience deploying and supporting production systems.
•
Strong customer-facing communication skills.
•
Strong written and verbal English communication skills.
Must Have:
•
Strong Amazon Connect experience, including:
•
Contact Flows
•
Routing
•
Customer Profiles
•
Cases and Tasks
•
Contact Lens
•
Streams API
•
Experience building Conversational AI solutions.
•
Hands-on experience with LLM-based development.
•
Experience with Amazon Bedrock, Amazon Q in Connect, or equivalent Generative AI technologies.
•
Experience with Prompt Engineering.
•
Experience implementing AI tool calling and external API integrations.
•
Strong TypeScript/Node.js development experience.
•
Strong Python development experience.
•
Production experience with React.
•
Strong AWS serverless experience, including technologies such as:
•
AWS Lambda
•
EventBridge
•
API Gateway
•
DynamoDB
•
Step Functions
•
Infrastructure-as-Code experience with AWS CDK or Terraform.
•
Experience building and supporting production systems.
•
Experience with automated testing and CI/CD.
•
Experience implementing monitoring and observability.
Nice to Have:
•
Amazon Lex experience.
•
Experience with multi-agent AI architectures.
•
Experience implementing AI guardrails and hallucination mitigation.
•
AI observability experience, including latency, trace, token, and cost analysis.