Sr. Software Development Engineer, Digital Messaging, Amazon Connect

Amazon is hiring a Sr. Software Development Engineer, Digital Messaging, Amazon Connect in New York, United States. It pays $185k-$250k a year and Level rates it ; you can apply on Level.

AI in this role

Design and build guided visual experience layers and agentic workflow systems for Amazon Connect customer experiences.

aws

ai-agentssoftware-developmentdistributed-systemsui-tooling

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. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity and AmazeCon conferences, inspire us to never stop embracing our uniqueness.

Mentorship and Career Growth
We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.

Basic qualifications

- 5+ years of programming with at least one software programming language experience
- 5+ years of non-internship professional software development experience
- 5+ years of leading design or architecture (design patterns, reliability and scaling) of new and existing systems experience
- Experience as a mentor, tech lead or leading an engineering team
- Experience with front-end technologies (React, TypeScript, modern web APIs) *and* back-end service development (REST APIs, event-driven architectures, cloud services)

Preferred qualifications

- 5+ years of full software development life cycle, including coding standards, code reviews, source control management, build processes, testing, and operations experience
- Bachelor's degree in computer science or equivalent

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.

USA, NY, New York - 184,900.00 - 250,200.00 USD annually

How we rate this

Sr. Software Development Engineer, Digital Messaging, Amazon Connect at Amazon rates 65 out of 100 for how much of the daily work is AI. That makes it Works on AI (AI Level 3 of 4). The level is about AI in the job, not seniority.

Classification

Works on AI. The daily work is on AI products, without building the model.

●●●● Builds AI80 to 100
●●●○ Works on AI60 to 79
●●○○ Uses AI40 to 59
●○○○ Little AI0 to 39

Levels come from how often the tools, models and workflows of the role are named in the posting itself. Open the description and count.

Key facts

Sr. Software Development Engineer, Digital Messaging, Amazon Connect is an open job at Amazon.
Level rates this role AI Level 3 of 4: Works on AI.
The listed salary is $185k-$250k a year.
The role is based in US, NY, New York.
The job was posted on October 12, 2026.
Seniority: senior.
Applications are handled by Amazon. Apply on Amazon

Prepare for this job

Built from this posting and from similar jobs on Level.

Skills and AI tools this role asks for

AI agentsSoftware DevelopmentDistributed SystemsUI ToolingAWS

Also common in software engineer jobs at this level

Python LLM Java Kubernetes C++Machine learning

Pay

This job starts at: $185k
Typical software engineer job: $168k

This posting starts 10% above the typical software engineer job. See software engineer jobs

Questions you could be asked

How do you decide when an AI agent can act on its own versus asking for approval first?
Tell me about a project where software development was part of your work. What did you do?
Tell me about a project where distributed systems was part of your work. What did you do?
Tell me about a project where ui tooling was part of your work. What did you do?
Walk me through how you've used AWS in your day-to-day work.

Adapt your resume

List these exact terms on your resume: AI agents, Software Development, Distributed Systems, UI Tooling, and AWS. An applicant tracking system matches the wording, not the idea.
Attach one line of real, concrete experience to at least one of them. A tool named with nothing behind it rarely survives a human read.
Show where AI is part of your daily process, not a one-off project. This role expects it to be a running habit.

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