Amazon Connect CX Consultant with AI/ML

We are seeking an Amazon Connect CX Consultant with AI/ML expertise to join the design phase of a contact center transformation initiative. Working alongside a GenAI/Agentic AI lead and Conversational Designer, this role owns the platform integration layer — configuring AI-native Connect services and building the colleague-facing AI experience. Responsibilities Design NLU-based intent routing, confidence-driven escalation, authentication branches, and Amazon Lex orchestration within Contact FlowsBuild voice and text chat conversational flows with channel-specific response design and seamless cross-channel handoffConfigure Contact Lens for transcription, sentiment analysis, compliance keyword detection, auto-summarization, and after-call work automationEstablish real-time and historical reporting, queue/agent performance metrics, Data Lake configuration, and external analytics integrationEnable agentic assisted workflows, Amazon Q in Connect, real-time knowledge suggestions, and screen pop with AI-derived context on the Agent DesktopIntegrate Amazon Connect with external systems, including screen pops and SaaS/REST APIsCoordinate with the GenAI/Agentic AI lead and Conversational Designer to enable parallel workstreams Requirements 7+ years of experience in software development5+ years of experience with Amazon Connect, including Contact Flows, Agent Workspace, Contact Lens, and reportingExpertise in Amazon Lex and NLU intent routing within Contact FlowsExperience integrating Amazon Connect with external systems, including screen pops and SaaS APIsBackground in operational CCaaS, including queue management, routing, and supervisor toolingProficiency in English at a B2+ level Nice to have Experience with Connect AI Agents / NLX (ACXD)Familiarity with Amazon Q in ConnectBackground in financial services or other regulated industriesKnowledge of bilingual design patterns (EN/FR) We offer We gather like-minded people:Top tech minds driving innovation in AI, cloud and digital platform modernizationSupportive team and agile, startup-like cultureHybrid by design mode and opportunity to work remotely within PolandChance to work abroad for up to 60 days annuallyBusiness-driven relocation opportunitiesWe provide growth opportunities:Career development programsThought leadership, mentoring, soft skills and well-being programsCertification (Anthropic, Gemini, GCP, Azure, AWS)English classesWe cover it all:Stable payParticipation in the Employee Stock Purchase Plan with a 15% discountBenefits package (health insurance, multisport, shopping vouchers)Referral bonuses up to $2,000Offices featuring entertainment and relaxation zones, table tennis and football, free snacks, coffee and moreCorporate, social and well-being eventsPlease, note:Benefits listed above are available to employees onlyWe are open for working with Contractors. Terms of B2B cooperation agreements are agreed individuallyWe will reach out to selected candidates exclusively EPAM is global leader in AI transformation engineering and integrated consulting, serving Forbes Global 2000 companies and ambitious startups. With over thirty years of expertise in custom software, product and platform engineering, we empower our clients to become AI-Native enterprises, driving measurable value from innovation and digital investments.