Sr. Software Development Engineer, Digital Messaging, Amazon Connect

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: Diverse Experiences Amazon values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying. Why AWS Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that’s why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses. Work/Life Balance We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why flexible work hours and arrangements are part of our culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve in the cloud. Inclusive Team Culture Here at AWS, it’s in our nature to learn and be curious. 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