Expert Conversational AI Amazon Bedrock AgentCore & Amazon Connect - Remote

Project overview

As part of the transition from Genesys to Amazon Connect, we are looking for an expert in Conversational AI (m/f/d) with Amazon Bedrock AgentCore & Amazon Connect. The role is remote.

Within a client project, an existing Genesys Contact Center and an existing Conversational AI solution based on Cognigy AI are to be migrated to Amazon Connect and Amazon Bedrock AgentCore. The goal is to build a future-proof, scalable contact center and conversational AI platform based on AWS, including the implementation of powerful AI agents to automate customer inquiries via voice and chat. We are looking for an expert (m/f/d) for the configuration and orchestration of AI agents in Amazon Connect and their connection to AI agents in Amazon Bedrock AgentCore via the Bedrock AgentCore Gateway.

Responsibilities

Mandatory Criteria

Optional Criteria

• Configuration and further development of AI agents in Amazon Connect
• Design and implementation of the connection of Amazon Connect AI agents to Amazon Bedrock AgentCore agents / runtime via the Bedrock AgentCore Gateway
• Technical responsibility for the end-to-end orchestration of AI-based customer interactions between Amazon Connect, Bedrock AgentCore, and backend systems
• Close exchange with the separate Amazon Bedrock AgentCore development team (which implements the agent logic in AgentCore) for coordination of interfaces, input/output formats, and error handling
• Support for the Amazon Connect team with AI agent and Conversational AI know-how (best practices, design of dialog flows, prompting strategies, guardrails, monitoring/KPIs)
• Execution of tests, fine-tuning, and continuous improvement of AI-supported contact center processes
• Knowledge transfer to the client and project team (guidelines, patterns, documentation)
• Several years of practical experience with Conversational AI (chatbots / voicebots / virtual assistants) in enterprise environments
• Experience in configuring and orchestrating AI/LLM-based agents in contact center scenarios (e.g., handover between bot and agent, fallback strategies, escalation paths)
• Experience with AWS Bedrock in integration scenarios, ideally including connection via Bedrock AgentCore Gateway (or comparable API/gateway integrations to LLM/agent systems)
• Good knowledge of relevant AWS services in the area of AI / Serverless / Integration (e.g., Lambda, API Gateway, EventBridge, CloudWatch)
• English at least B-level (confident communication in international project teams)
• Experience with Amazon Connect, including contact flows, routing, IVR, integration of external services / Lambdas / APIs, and use of Amazon Connect AI functions (e.g., Contact Lens, generative AI functions, knowledge integration)
• Experience with Amazon Bedrock AgentCore in the role of an integrator/architect (interface design, input/output models, error handling)
• Knowledge of LangChain and/or LangGraph for orchestrating complex LLM workflows
• Experience with contact center migrations (especially from Genesys and/or Cognigy AI to Amazon Connect)
• Fluent English (workshops, coordination with international stakeholders, presentations)

Project details

• Start: ab sofort
• Duration: 2 Monate
• Remote: remote
• Location: München, Deutschland, DE
• Languages: German