CSK is seeking an experiencedAI Contact Centre Engineerto design, build, and support next-generation customer engagement solutions usingAmazon Connectand AWS AI services.
This role combines cloud engineering, contact centre architecture, conversational AI, and automation.
You will work with business stakeholders, solution architects, and development teams to deliver intelligent customer experiences across voice, chat, messaging, and self-service channels.
The ideal candidate will have robust experience with AWS Contact Centre technologies and a passion for leveraging AI to improve customer outcomes, operational efficiency, and agent productivity.
Key Responsibilities
Design and implement cloud-based contact centre solutions usingAmazon Connect
Develop conversational AI solutions using:Amazon Lex
Amazon Bedrock
Amazon Q
AWS Lambda
Amazon Transcribe
Amazon Polly
Amazon Comprehend
Build intelligent virtual agents and self-service customer journeys
Integrate Amazon Connect with CRM, ERP, and business applications
Develop real-time and post-call analytics capabilities
Implement AI-powered agent assist solutions
Configure contact flows, routing strategies, queues, and workforce optimisation capabilities
Build APIs and integration services to support omnichannel customer experiences




Automate contact centre operations using Infrastructure as Code
Monitor platform performance, reliability, and security
Collaborate with stakeholders to identify and deliver AI use cases
Required Skills & Experience
AWS Contact Centre
3+ years experience with Amazon Connect
Experience designing and supporting enterprise contact centres
Strong understanding of:Contact flows
Routing profiles
Queues
Chat and voice channels
Reporting and analytics
AI & Automation
Generative AI solutions using Amazon Bedrock
Conversational AI and chatbot development
Large Language Models (LLMs)
Prompt engineering
Retrieval-Augmented Generation (RAG)
Knowledge management solutions
What You'll Deliver
AI-powered self-service solutions
Agent Assist capabilities
Knowledge search and retrieval platforms
Automated call summarisation
Customer intent detection
Sentiment analytics
Omnichannel customer experiences
Contact centre modernisation initiatives
Qualifications
Degree in Computer Science, Information Technology, Software Engineering, or related discipline
AWS Certifications highly regarded:AWS Solutions Architect
AWS AI Practitioner
AWS Machine Learning Specialty
AWS Developer Associate
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📌 Ai Contact Centre Engineer (Aws Connect) (Melbourne)
🏢 CSK Nexus
📍 Melbourne