Senior Software Engineer 3 - Digital Messaging, Amazon Connect

Description

AWS Applied AI Solutions (AAIS) is building toward a future where every business innovates with Amazon AI teammates. To get there, we build AI solutions that improve human capabilities and transform entire business functions. We create end-to-end products that surprise and delight out-of-the-box, making complex things easy and hard things possible, with no cloud experience required. We start with customers who embrace the future and build bridges to meet the rest where they are. We pursue ambitious opportunities with conviction, and we are looking for builders who share that mindset.

Amazon Connect is an AI-powered customer experience solution that enables superior outcomes at a lower cost. Since its 2017 public launch, Amazon Connect has become an AI leader, transforming how organizations of all types interact with their customers.

Amazon Connect Customer, within AWS is a highly disruptive AWS product. Digital Messaging team owns the front door for all agentic and non-agentic conversations, delivering best-in-class customer experience for variety of personas.

We're looking for a Senior Software Development Engineer (SDE III ) to help shape the next generation of guided visual experiences for millions of Amazon Connect customers worldwide. This is a high-ownership role on a team where your technical decisions will directly influence how agentic customer experience design, build, deploy, and deliver guided workflows to brand agents and their customers.

You will design and build systems that span multiple rendering surfaces (Agent workspace, Agentic Canvas, Messaging platforms, Brands self-service portals), multiple consumers (human builders, AI agents, 1P application teams), and multiple modalities (visual, conversational, text-based). The problems are real and nuanced — runtime performance at global scale, cross-channel fidelity, component composability, and deeply interleaved lifecycles between Guides, Chat, and Flows.

The Guides & Views team within Amazon Connect Customer's Digital Messaging Engine org, owns the *guided visual experience layer* — the system that powers dynamic, interactive interfaces for agents, customers, and AI-driven workflows across Amazon Connect. When someone sees a step-by-step guided workflow, a custom dashboard, or a rich interactive message on WhatsApp, Apple Messages, SMS, or web chat inside Connect, it's built on our platform.

We are a team of engineers solving problems at the intersection of *no-code UI tooling*, *real-time workflow orchestration*, *cross-channel rendering*, and *AI-composed experiences*. Our products include:

- *Guides* — guided, branching workflows that walk agents through complex business processes during live contacts
- *Views* — a dynamic UI framework that lets contact center managers design and deploy rich visual experiences without writing code
- *Interactive Messaging* — a unified representation for rich messages across all of Connect's chat channels (Web Chat, WhatsApp, Apple Messages for Business, SMS)
- *AI-composed experiences* — the visual building blocks consumed and composed by AI agents at runtime as part of the Agentic Canvas initiative

We're building the interface that hundreds of thousands of contact center agents use every day, and we're evolving it from a human-authored tool into a platform that AI agents can compose in real time.

Key job responsibilities
- Own and drive technical design for complex, ambiguous problems across the Guides & Views stack — from the no-code UI Builder to the runtime rendering engine to cross-channel interactive messaging
- Architect platform capabilities that serve both our own Guides product and a growing set of internal consumers (Agentic Canvas, Cases, Customer Profiles, Chat/Messaging, Q in Connect)
- Lead the evolution of Views from a single-surface renderer to a multi-surface, multi-channel platform that renders consistently across agent workspace, conversational AI interfaces, messaging platforms, mobile, and web
- Design and implement AI integration points that enable AI agents to compose, pre-populate, and orchestrate guided visual experiences at runtime
- Raise the technical bar through code reviews, design reviews, operational excellence, and mentoring of junior and mid-level engineers
- Influence the roadmap by identifying technical investments that unlock customer value and reduce long-term operational burden
- Own operational health, participate in on-call rotations, drive down operational load, and build systems that are observable, resilient, and self-healing

About the team
ABOUT AWS:
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Basic Qualifications

- 5+ years of programming with at least one software programming language experience
- 5+ years of non-internship professional software development experience
- 5+ years of leading design or architecture (design patterns, reliability and scaling) of new and existing systems experience
- Experience as a mentor, tech lead or leading an engineering team
- Experience with front-end technologies (React, TypeScript, modern web APIs) *and* back-end service development (REST APIs, event-driven architectures, cloud services)

Preferred Qualifications

- 5+ years of full software development life cycle, including coding standards, code reviews, source control management, build processes, testing, and operations experience
- Bachelor's degree in computer science or equivalent

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.