Principal Engineer, Connect Analytics; AWS

Job  |  Services LLC

Amazon Connect is a highly disruptive cloud‑based contact center that enables businesses to deliver engaging, dynamic, and personal customer service experiences.

• Define a technical strategy and roadmap spanning multiple teams to evolve Analytics toward the Agentic future.
• Drive north‑star technical direction and provide technical leadership across 20+ projects in the Analytics space.
• Guide delivery and operational excellence for a team of 60+ engineers across 6 different “2‑pizza” teams and 12 services within the Analytics organization.
• Leverage Analytics services and customer experiences (public APIs, dashboards, and zero‑ETL data lake) to enable faster adoption of core Connect offerings and generate approximately 35 MM ARR in additional paid offerings.
• Lead the charge for transforming Analytics experiences to be “GenAI first” and own the futuristic architecture that supports large‑scale MCP and AI tooling capabilities across heterogeneous data patterns.
• Integrate Analytics platforms with AI/ML systems, GenAI capabilities, Rules and Task Management, and Agent Orchestration and Observability platforms to evolve Analytics from a table‑stakes offering to a value generator for Connect.

This role works with 15+ teams spanning Connect on Analytics‑related use cases and partners closely with other AI&O Principal Engineers to architect technical solutions that enable standard patterns and experiences, solving towards the Self‑Service Contact Center vision across multiple use cases.

Over the next 2–3 years, aside from being a technical bar‑raiser on architecture and design across all key initiatives and operational excellence, the role will focus on:

• Driving technical strategy for Generative AI experiences leveraging and integrating with existing platforms to solve for Analytics‑specific use cases.
• Driving Data Strategy for Connect as the overarching Technical Lead across teams inside and outside the Analytics organization for integrating data from AI/ML, GenAI, Rules, and self‑service capabilities.
• Evolving Connect zero‑ETL Data Lake to be a managed service that serves as the backbone for Analytics knowledge systems for historical context.

Amazon Connect is the result of ten years of development that built the tools Amazon uses to provide its award‑winning customer service at massive scale, now available as a publicly available AWS service.

• 12+ years of professional software development experience
• 7+ years of programming experience with at least one software programming language
• 5+ years of experience contributing to the system design or architecture (architecture, design patterns, reliability and scaling) of new and current systems
• Experience as a mentor, tech lead or leading an engineering team

• Ability to take raw product requirements and develop software architectures and designs to bring them to life
• Analytical abilities, proven design skills and a track record of delivery
• Experience leveraging object‑oriented design practices in Java, C++, or .Net
• Experience building complex software systems that have been successfully delivered to customers
• Experience with big data and analytics fundamentals and technology
• Knowledge of professional software engineering practices & best practices for the full software development life cycle, including coding standards, code reviews, source control management, build processes, testing, and operations
• Hands‑on expertise in many disparate technologies, typically ranging from front‑end user interfaces through to back‑end systems and all points in between
• Experience in driving systemic operational improvements
• Experience mentoring software engineers to improve their skills, and make them more effective product software engineers
• Experience influencing software engineers’ best practices across teams
• Experience communicating with users, other technical teams, and management to collect requirements, describe software product features, technical designs, and product strategy
• Master’s degree in computer science or related technical discipline, or equivalent experience
• Experience with or…