Senior AI Engineer – Generative AI / Contact Centre AI
Location: Toronto, Ontario
Work Model: Onsite
Duration: Contract
Submission Limit: 1 candidate
Job Summary
We are seeking a Senior AI Engineer with strong experience designing, developing, and implementing Artificial Intelligence, Generative AI, Large Language Model, and Conversational AI solutions in enterprise environments.
The ideal candidate will have hands-on experience with Amazon Connect, Amazon Bedrock, Amazon Lex, AWS serverless services, AI Agents, IVR, virtual assistants, voicebots, chatbots, prompt engineering, RAG, and enterprise integration.
This role will support the development of AI-powered contact centre and citizen/customer self-service capabilities.
Must-Have Skills
- 5+ years of experience developing Artificial Intelligence and Machine Learning solutions
- Hands-on experience implementing Generative AI and Large Language Model solutions in enterprise environments
- 5+ years of experience implementing contact centre solutions using Amazon Connect
- Experience configuring and developing Amazon Connect Customer AI Agents
- Extensive experience designing, developing, and implementing cloud-based contact centre solutions
- Experience integrating Amazon Bedrock services with Amazon Connect solutions
- Experience designing, developing, and optimizing prompts for conversational AI, virtual assistants, and AI agents
- Experience with AWS services including Amazon Connect, Amazon Bedrock, Amazon Lex, AWS Lambda, API Gateway, DynamoDB, S3, CloudWatch, EventBridge, and IAM
- Knowledge of Azure OpenAI, Azure AI Services, Azure AI Foundry, Google Vertex AI, Gemini, or equivalent AI platforms
- Strong Python development experience
- Experience with JavaScript, Node.js, or related technologies
- 5+ years of experience implementing conversational AI, IVR, or contact centre solutions
Nice to Have
- Prior Ontario Public Sector, public sector, or highly regulated industry experience
- Experience with Responsible AI, AI governance, model monitoring, safety controls, and guardrails
- Experience with Contact Lens, Contact Trace Records, reporting, dashboards, analytics, and contact centre metrics
Responsibilities
- Design, develop, configure, implement, and support AI, Generative AI, and Conversational AI solutions based on business requirements and architecture standards
- Build AI-powered conversational IVR solutions, virtual assistants, voicebots, AI agents, and self-service capabilities using Amazon Connect, Amazon Bedrock, Amazon Lex, and related AWS services
- Develop and maintain integrations between AI solutions, contact centre platforms, enterprise applications, APIs, workflow systems, and cloud services
- Design and optimize prompts, prompt templates, orchestration logic, retrieval mechanisms, and AI guardrails
- Develop AI Agents using Large Language Models, Retrieval Augmented Generation, tool-calling frameworks, and enterprise knowledge repositories
- Configure and develop Amazon Lex bots including intents, slots, utterances, fulfillment logic, conversation flows, and escalation mechanisms
- Work closely with architects, business analysts, contact centre teams, and stakeholders to implement scalable, secure, and reliable AI solutions
- Develop technical specifications, implementation documentation, deployment procedures, and operational support materials
- Participate in testing, troubleshooting, deployment, and ongoing optimization of AI-powered contact centre solutions
- Ensure solutions comply with organizational security, privacy, accessibility, and Responsible AI standards
Required Technical Experience
- Artificial Intelligence, Machine Learning, Generative AI, LLMs, Agentic AI, and Conversational AI
- RAG, semantic search, vector databases, prompt engineering, AI guardrails, and hallucination mitigation
- Amazon Connect, Amazon Bedrock, Amazon Lex, AWS Lambda, API Gateway, DynamoDB, S3, CloudWatch, EventBridge, IAM
- REST APIs, web services, microservices, serverless development, and event-driven architecture
- Python, JavaScript, Node.js, SQL, NoSQL
- Git, GitLab, Jenkins, CI/CD, DevOps, and cloud-native application support
- Production troubleshooting, root cause analysis, performance tuning, and operational support
Soft Skills
- Strong analytical, troubleshooting, and problem-solving skills
- Strong verbal and written communication skills
- Ability to work with technical and non-technical stakeholders
- Ability to work independently and within multidisciplinary teams
- Strong documentation and delivery discipline
- Track record of meeting deadlines in complex enterprise environments
Pay: $150,000.00-$200,000.00 per year
Work Location: Hybrid remote in Toronto, ON M6H 1S1
