RQ11252 - AI Engineer - Senior
Temporary
Maarut
Responsibilities:
- Undertakes the development, configuration, implementation and support of Artificial Intelligence (AI), Generative AI and Conversational AI solutions based on business requirements, architecture standards, security policies, best practices and project deliverables.
- Designs, develops and supports AI-powered conversational IVR solutions, virtual assistants, voicebots, AI agents and self-service capabilities utilizing Amazon Connect Customer AI Agents, Amazon Bedrock, Amazon Lex and related technologies.
- Develops and maintains integrations between AI solutions, contact centre platforms, enterprise applications, knowledge repositories, APIs, workflow systems and cloud services.
- Designs, develops and optimizes prompts, prompt templates, orchestration logic, retrieval mechanisms and AI guardrails to ensure secure, accurate and effective AI interactions.
- Develops and supports AI Agents leveraging Large Language Models (LLMs), Retrieval Augmented Generation (RAG), Model Context Protocol (MCP) servers, tool-calling frameworks and enterprise knowledge repositories.
- Configures and develops Amazon Lex bots including intents, slots, utterances, fulfillment logic, conversational flows and escalation mechanisms.
- Works closely with architects, business analysts, contact centre teams and stakeholders to implement scalable, secure and reliable AI solutions.
- Develops technical specifications, implementation documentation, deployment procedures and operational support materials.
- Participates in testing, troubleshooting, deployment and ongoing optimization of AI-powered contact centre solutions.
- Ensures solutions comply with organizational standards for security, privacy, accessibility and Responsible AI.
General Skills:
- Knowledge of Artificial Intelligence (AI), Generative AI, Machine Learning (ML), Large Language Models (LLMs), Agentic AI and Conversational AI technologies.
- Knowledge of Retrieval Augmented Generation (RAG), prompt engineering, vector databases and semantic search technologies.
- Knowledge of Amazon Connect, Amazon Bedrock, Amazon Lex and AWS cloud services.
- Knowledge of MCP (Model Context Protocol) concepts, tool integration patterns and AI agent orchestration.
- Knowledge of cloud computing technologies, APIs, microservices and event-driven architectures.
- Ability to gather technical requirements and translate them into scalable AI solutions.
- Ability to develop technical designs, implementation specifications and support documentation.
- Knowledge of technology trends, emerging AI capabilities and industry best practices.
- Excellent analytical, problem-solving and troubleshooting skills.
- Excellent verbal and written communication skills, interpersonal skills and teamwork skills.
- A team player with a track record for meeting deadlines.
Requirements
Experience and Skill Set Requirements:
Must Haves:
- 5+ years of experience developing Artificial Intelligence and Machine Learning solutions.
- Hands-on experience implementing Generative AI and Large Language Model (LLM) solutions in enterprise environments.
- 5+ years of experience implementing contact centre solutions utilizing Amazon Connect.
- Experience configuring and developing Amazon Connect Customer AI Agents.
- Extensive experience designing, developing and implementing Amazon Connect cloud-based contact centre solutions.
- Experience integrating Amazon Bedrock services with Amazon Connect solutions.
- Experience designing, developing and optimizing prompts for conversational AI, virtual assistants and AI agents.
- Experience with AWS services including Amazon Connect, Amazon Bedrock, Amazon Lex, AWS Lambda, API Gateway, Amazon DynamoDB, Amazon S3, CloudWatch, EventBridge and IAM.
- Knowledge of Azure OpenAI, Azure AI Services, Azure AI Foundry, Google Vertex AI, Gemini and equivalent AI platforms.
- Strong experience with Python development.
- Experience with JavaScript, Node.js and related technologies.
- 5+ years of experience implementing conversational AI, IVR or contact centre solutions.
Nice to have:
- Prior OPS or Public sector exp.
Skill Set Requirements:
Technical Skills:
AI Engineering & Generative AI:
- 5+ years of experience developing Artificial Intelligence and Machine Learning solutions.
- Hands-on experience implementing Generative AI and Large Language Model (LLM) solutions in enterprise environments.
- Experience building and supporting AI Agents utilizing foundation models and agent orchestration frameworks.
- Experience implementing Retrieval Augmented Generation (RAG) architectures utilizing enterprise knowledge repositories.
- Experience working with foundation models including Anthropic Claude, OpenAI GPT, Google Gemini, Meta Llama or equivalent technologies.
- Experience evaluating and selecting AI technologies, foundation models and AI services based on business requirements.
- Experience designing and implementing AI-powered customer self-service and conversational solutions.
- Experience with AI model monitoring, evaluation, optimization and performance tuning.
- Understanding of Responsible AI practices, AI safety controls and governance principles.
Amazon Connect, Bedrock & Lex Development:
- 5+ years of experience implementing contact centre solutions utilizing Amazon Connect.
- Experience configuring and developing Amazon Connect Customer AI Agents.
- Extensive experience designing, developing and implementing Amazon Connect cloud-based contact centre solutions.
- Experience integrating Amazon Bedrock services with Amazon Connect solutions.
- Experience developing conversational IVR, virtual assistants and voice-enabled self-service capabilities.
- Experience developing and supporting Amazon Lex bots including intents, slots, utterances, fulfillment logic and conversational workflows.
- Strong knowledge of Contact Lens, Contact Trace Records (CTR), reporting, dashboards, analytics and operational metrics.
- Experience developing contact flows, routing logic, customer journeys and escalation mechanisms.
- Knowledge of intelligent routing, intent recognition and conversational design concepts.
Prompt Engineering, Guardrails & MCP:
- Experience designing, developing and optimizing prompts for conversational AI, virtual assistants and AI agents.
- Experience creating prompt engineering frameworks, templates and reusable design patterns.
- Experience implementing AI guardrails including content filtering, safety controls, grounding strategies, response validation and hallucination mitigation.
- Experience developing and supporting Model Context Protocol (MCP) server integrations.
- Experience implementing AI agent tool-calling, function-calling and orchestration capabilities.
- Experience integrating AI agents with enterprise tools, APIs and business applications.
- Experience evaluating AI response quality, prompt effectiveness and conversational outcomes.
- Experience implementing testing and monitoring frameworks for conversational AI solutions.
AWS, Cloud & Integration Technologies:
- Experience with AWS services including Amazon Connect, Amazon Bedrock, Amazon Lex, AWS Lambda, API Gateway, Amazon DynamoDB, Amazon S3, CloudWatch, EventBridge and IAM.
- Experience developing REST APIs, web services and enterprise integrations.
- Experience with serverless application development.
- Experience developing microservices and event-driven solutions.
- Experience implementing CI/CD pipelines and DevOps practices.
- Experience with Infrastructure as Code and cloud automation tools.
- Knowledge of AWS SageMaker for machine learning model development, deployment and monitoring.
- Knowledge of Azure OpenAI, Azure AI Services, Azure AI Foundry, Google Vertex AI, Gemini and equivalent AI platforms.
Development Technologies:
- Strong experience with Python development.
- Experience with JavaScript, Node.js and related technologies.
- Experience with SQL and NoSQL databases.
- Experience utilizing Git, GitLab, Jenkins or similar DevOps tools.
- Experience troubleshooting and supporting cloud-native applications.
- Experience implementing secure software development practices.
Core Skills and Experience:
8+ years of experience with:
- Software development and application integration.
- Developing and maintaining technical designs, specifications and documentation.
- Designing and implementing APIs and enterprise integrations.
- Agile software delivery methodologies.
- Troubleshooting and root cause analysis.
- Unit testing, integration testing and performance testing.
- Cloud-native application development.
- Supporting production environments and operational processes.
- Working closely with business stakeholders and technical teams.
- Evaluating new technology alternatives and vendor products.
- Providing recommendations for technical improvements and solution optimization.
- Designing, maintaining and managing automation solutions and operational processes.
AI / Contact Centre Domain Experience:
- 5+ years of experience implementing conversational AI, IVR or contact centre solutions.
- Experience developing AI-driven customer service and citizen-facing solutions.
- Experience implementing AI Agents, virtual assistants and conversational self-service solutions.
- Experience utilizing Amazon Connect Customer AI Agents in enterprise environments.
- Experience implementing Retrieval Augmented Generation (RAG) and enterprise knowledge retrieval capabilities.
- Experience with speech analytics, sentiment analysis and customer experience optimization technologies.
- Knowledge of contact centre metrics, reporting and operational analytics.
- Experience utilizing Contact Lens and CTR reporting to analyze customer interactions and improve outcomes.
- Experience with large, complex IT projects.
General Skills:
- Proven technical leadership skills with ability to identify areas for improvement and recommend solutions.
- Exceptional analytical, problem-solving and decision-making skills.
- Demonstrated strong troubleshooting and critical-thinking experience.
- Demonstrated strong interpersonal, verbal and written communication and presentation skills.
- Ability to work independently and collaboratively within multidisciplinary teams.
- Strong organizational, planning and time management skills.
- Demonstrated commitment to innovation, continuous improvement and quality service delivery.
- Ability to learn and adapt to emerging AI technologies and industry trends.
Public Sector Experience:
- Knowledge of Public Sector Enterprise Architecture artifacts (or similar), processes and practices.
- Experience producing technical documentation that complies with industry-standard practices.
- Knowledge and experience implementing solutions within government or highly regulated environments.
- Experience adopting and adhering to Public Sector Unified I&IT Project Methodology, Public Sector Enterprise Architecture and Public Sector Standard Systems Development Methodologies.
- Experience supporting large-scale public sector digital transformation initiatives.
Vacancy posted 14 hours ago
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