Senior Manager – Amazon Connect / Lex Conversational Design Engineering

Client: Amazon / AWS
Job Type: Full-Time / Permanent
Location: 100% Remote
Level: Senior Manager (L2 / C2)

Position Overview

We are seeking an experienced Amazon Connect / Amazon Lex Conversational Design Engineering Senior Manager to lead the design and development of IVR and self-service contact flows within an Amazon environment.

This role will support multiple business units and focus on creating intuitive caller experiences, secure authentication, intelligent routing, and conversational automation. The ideal candidate will have strong hands-on experience with Amazon Connect, Amazon Lex, conversational design, NLU, and IVR development.

Key Responsibilities

• Design, develop, and optimize Amazon Connect IVR and contact flows.

• Develop and maintain Amazon Lex intents, utterances, and NLU models.

• Design conversational experiences that provide intuitive and efficient caller interactions.

• Implement secure caller authentication using Employee Number, PIN, and related authentication methods.

• Design intelligent call-routing strategies based on caller type, including Pilot, FA, working status, and other business rules.

• Develop robust DTMF fallback patterns for environments with background noise and challenging audio conditions.

• Perform Lex bot training, utterance tuning, conversational testing, and quality assurance.

• Support migration activities, including testing, validation, troubleshooting, and production readiness.

• Partner with business stakeholders, product teams, engineers, and technical teams to gather requirements and improve caller experiences.

• Analyze conversational performance and identify opportunities to improve self-service and automation.

• Ensure contact flows and conversational solutions follow established technical, security, and user-experience standards.

• Provide technical leadership and guidance on conversational design and Amazon Connect/Lex capabilities.

• Support continuous improvement of IVR and conversational automation solutions across business units.

Required Qualifications

• Strong hands-on experience with Amazon Connect.

• Strong hands-on experience with Amazon Lex.

• Extensive experience in conversational design and IVR development.

• Experience developing and optimizing NLU intent and utterance models.

• Experience with Lex bot training, tuning, and testing.

• Strong knowledge of Amazon Connect contact flow design and testing.

• Experience designing DTMF IVR fallback patterns.

• Experience with conversational QA, testing, migration, and production validation.

• Strong understanding of caller authentication and intelligent routing concepts.

• Excellent analytical, communication, and problem-solving skills.

• Ability to collaborate effectively with business and technical stakeholders.

Preferred Qualifications

• Experience supporting large-scale enterprise contact center environments.

• Experience designing conversational solutions across multiple business units.

• Experience with authentication, routing, and self-service automation.

• Experience working in noisy or challenging caller environments where DTMF fallback is required.

• Strong understanding of conversational UX and customer/caller journey design.

• Experience providing technical leadership or mentoring within conversational AI/contact center engineering teams.

Employment & Work Authorization

• Full-Time / Permanent position only – No Contractors.

• 100% Remote.

• Candidates must be authorized to work in the United States.

• Candidates with U.S. Citizenship, , TN Visa, or work authorization will be considered.