Note: The job is a remote job and is open to candidates in USA. Glansa Associates is seeking an AWS Connect Engineer III to design, implement, and support Voice AI solutions on Amazon Connect. The role focuses on enhancing Knowledge Assist and Case Assist architecture, implementing AI agents, integrating healthcare APIs and Microsoft CRM, developing AWS backend services, conducting testing and performance optimization, and mentoring the engineering team.
Responsibilities
- Design and implement Amazon Connect contact flows, queues, routing, handoffs, IVR, Contact Lens, and voice self-service
- Implement Voice AI and AI Agents using Amazon Bedrock, including prompt engineering, orchestration, guardrails, fallback handling, and human handoff
- Develop and integrate MCP servers / Bedrock AgentCore Gateway and reusable AI tools
- Integrate Facets / TriZetto AI Gateway APIs for member, provider, claims, ID card, prior authorization, benefits, and eligibility workflows
- Integrate Amazon Connect/AI solutions with Microsoft CRM for customer profiles, case creation/update, and context handoff
- Develop AWS backend services using Lambda, REST APIs, DynamoDB, CloudWatch, IAM, KMS, and JSON
- Support existing Knowledge Assist and Case Assist architecture and implementation
- Perform functional, regression, IVR/voice, API, CRM, AI-agent, and prompt testing
- Conduct load testing, latency validation, concurrent-call testing, and production-readiness assessments
- Provide technical consulting, architecture guidance, code/design reviews, and upskill the existing team
Skills
- Amazon Connect
- Contact Flows
- IVR
- Routing
- Contact Lens
- Voice AI
- Amazon Bedrock
- AI Agents
- Prompt Engineering
- AWS Lambda
- REST APIs
- JSON
- DynamoDB
- CloudWatch
- IAM
- KMS
- API Integration
- Microsoft CRM/Dynamics
- MCP
- Bedrock AgentCore Gateway
- Facets
- TriZetto
- Healthcare APIs
- Knowledge Assist
- Case Assist
- AI/LLM testing
- Performance/load testing
Benefits
- USA - REMOTE
Company Overview