Principal Engineer — AWS AI & Contact Center Solutions

SAIC is seeking a Principal Engineer to lead the design, build, and delivery of AI-enabled contact center solutions on AWS. The role involves architecting and implementing integrations, building conversational AI pipelines, and developing reusable solution assets to enhance IT service management. This position requires hands-on experience with AWS services and a strong understanding of enterprise IT workflows.

Responsibilities:

• Architect and deliver AI-enabled contact center solutions on AWS — from conversational AI design through ITSM integration and compliance reporting
• Build and maintain conversational AI pipelines using Amazon Lex, Bedrock, and Amazon Q — grounded in enterprise IT service management vocabulary and workflow patterns
• Design and implement bidirectional integrations between AWS contact center services and ServiceNow — automated ticket creation, workflow triggers, real-time agent assist, and record enrichment
• Build knowledge management pipelines that keep AI grounding data current as organizational knowledge evolves — ensuring AI responses reflect accurate, up-to-date information
• Implement real-time monitoring and analytics using Amazon Connect Contact Lens — interaction quality, sentiment analysis, SLA tracking, and compliance alerting
• Design automated reporting pipelines that aggregate contact center, AI, and ITSM data into unified compliance and performance dashboards
• Build proactive and agentic capabilities — event-driven architectures that detect and resolve issues autonomously, integrated with enterprise ITSM workflows
• Develop reusable solution assets — intent libraries, integration patterns, automation frameworks, and reporting templates deployable across multiple client environments
• Support client pursuits with technically accurate capability demonstrations and RFP responses

Requirements:

• 8–12 years of software engineering or cloud architecture experience
• 4+ years of hands-on AWS production deployment experience
• 2+ years of hands-on Amazon Connect experience in production environments
• Current, active experience with AWS AI/ML services — Bedrock, Amazon Q, Contact Lens — this stack has changed materially in the past 18 months and recency matters as much as total experience
• Demonstrated experience building bidirectional integrations between AWS and ServiceNow in production environments
• Proficiency in Python for Lambda development, automation, and integration engineering
• Working knowledge of ITIL principles — incident, request, change, and knowledge management vocabulary and workflow patterns
• Awareness of FedRAMP compliance requirements and AWS GovCloud vs. commercial region capability differences
• Must be a U.S. Citizen and be able to obtain Public Trust clearance
• AWS Certified Solutions Architect, Developer, or Machine Learning certifications
• ITIL Foundation certification or higher
• Experience with Azure OpenAI RBAC configuration
• Familiarity with WEM platform integration with Amazon Connect (NICE, Calabrio, or Verint)
• Background in proactive remediation or AIOps architecture patterns
• Experience building multi-tenant or multi-client solution architectures