Conversational AI Designer – Amazon Connect, Lex NLU

Tech Mahindra

. Design call flows using Amazon Connect/Lex conversational design, focused on IVR front-end design to build self-service contact flows .

Posted 9/22/2026full-timeRemote • Colorado • United StatesMid-LevelSenior💰 $160,000 - $195,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in conversational design and AI, particularly with Amazon Connect and Lex, while effectively collaborating across teams to enhance user experiences and drive continuous improvement in contact center operations.

Highest-signal resume keywords

Conversational Design ExperienceAmazon Connect/Lex ProficiencyConversational AI ExperienceAgile Environment ExperienceProduct Owner Certification

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

IVR Front-End DesignUser Story CreationAcceptance Criteria DevelopmentNLP IntegrationScripting LanguagesData AnalysisFeedback AnalysisPrompt EngineeringGenAI ExposureRAG Concepts

Soft Skills

Strong Communication SkillsCollaboration SkillsLiaison Abilities

Tools & Technologies

Amazon ConnectLexCisco WebexNuance IVRGCPAWSAzure

Certifications & Qualifications

Product Owner Certification

Industry Keywords

Telco OperationsContact Center OperationsCCaaS Technology

Tech Stack

Tools & technologies

AWSAzureCloudGoogle Cloud Platform

About the role

Key responsibilities & impact

Design call flows using Amazon Connect/Lex conversational design, focused on IVR front-end design to build self-service contact flows
Create user stories
Develop acceptance criteria
Train Lex bots
Perform conversation design, feedback, and tuning
Conduct conversational QA during migration
Collaborate on GenAI-enabled conversational use cases, including prompt design, response evaluation, and responsible AI considerations
Integrate NLP from Cisco Webex/Nuance IVR to Amazon Connect with Lex NLU for voice and web chat

Requirements

What you’ll need

3 or more years of conversational design experience with a focus on virtual agents
2 or more years of conversational AI experience, including Amazon Connect/Lex conversational design
Exposure to GenAI, LLMs, prompt engineering, or retrieval-augmented generation (RAG) concepts preferred
Agent Assist experience
Experience working in an Agile environment
Strong communication and collaboration skills, with the ability to work across the business and serve as a liaison
Ability to analyze data and user feedback to drive continuous improvement
Knowledge of scripting or programming languages preferred
Experience with Telco or Contact Center operations and CCaaS technology
Cloud platform experience (GCP, AWS, or Azure) preferred
Product Owner certification preferred

Benefits

Comp & perks

Medical insurance
Vision insurance
Dental insurance
Life insurance
Disability insurance
Paid time off, including holidays, parental leave, and sick leave, as required by law