Custom Software Engineer

About the Role

As a Custom Software Engineer at Accenture, you will be working on building and supporting intelligent customer service solutions within the Amazon Connect ecosystem. Your primary responsibility will be to configure AI agents to understand, reason, and take action to automate routine customer tasks. You will also work on implementing Amazon Q in Connect for real-time agent assistance and set up conversational bots to improve customer self-service.

Key Responsibilities

• Configure AI Agents: Set up, test, and deploy first-party AI agents using the Amazon Connect AI agent designer to handle routine inquiries.
• Implement Agentic Assistance: Enable and configure Amazon Q in Connect to provide real-time, AI-powered responses and recommended actions to live agents.
• Configure Conversational AI (Lex): Build and maintain Lex bots within Amazon Connect contact flows to provide natural language self-service capabilities.
• Integrate Data Sources: Configure knowledge bases, enabling agents to retrieve information from company documentation and external websites to answer queries.
• Workflow Automation: Use Amazon Connect flow blocks to enable agentic self-service for tasks like returns, account updates, or status checks.
• Monitor and Troubleshoot: Monitor AI agent performance dashboards to identify issues with conversations or tool execution and perform initial troubleshooting.
• Ensure Guardrails: Configure safety guardrails and fallback logic to manage agent behavior and handle ambiguous or complex scenarios, ensuring proper escalation to human agents.

Skills & Qualifications

• AWS Basics: Fundamental knowledge of AWS Cloud services (Lambda, S3, IAM).
• Amazon Connect Familiarity: Understanding of contact center flows, queues, and agent experiences.
• Conversational AI Experience: Familiarity with chatbots, NLU (Natural Language Understanding), and Amazon Lex.
• Integration Knowledge: Understanding of how to use APIs and Lambda functions to connect systems (e.g., Salesforce, Zendesk).
• Communication Skills: Ability to work safely and collaboratively in high-stress customer support environments.
• Preferred Qualifications: Experience with Amazon Bedrock agent components, basic understanding of Python or SQL for data processing, and knowledge of contact center metrics and KPIs.
• Key Skills: Amazon Connect Flow Designer, Amazon Lex, Amazon Q, AWS Lambda, trouble-shooting, data annotation, reviewing conversation logs, and customer service.

What You'll Learn

As a Custom Software Engineer at Accenture, you will have the opportunity to grow your expertise in cloud operations, conversational AI, and workflow automation. You will learn how to configure AI agents, implement agentic assistance, and set up conversational bots to improve customer self-service. You will also develop your analytical skills through trouble-shooting and data annotation.

Resume Tip

When applying for this role, make sure to highlight your experience with Amazon Connect, AWS Cloud services, and conversational AI. Emphasize your ability to work safely and collaboratively in high-stress customer support environments and your understanding of contact center metrics and KPIs. Additionally, be specific about your experience with Amazon Bedrock agent components, Python or SQL for data processing, and workflow automation.