Solutions Engineer
- Amazon Connect, Authentication & Conversational AI

Location:
Remote, Canada Role Type: Contract Duration: 1 Year Work Hours: EST Business Hours Experience Level: Senior Start Date: Immediate Company Overview Join Connex, a leading technology solutions provider with over 600 professionals across 14 offices throughout North America. We partner with organizations to deliver cutting-edge technology, digital transformation, customer experience, and AI-driven solutions that create measurable business outcomes. Our culture is built on integrity, accountability, collaboration, and continuous improvement, empowering our teams to deliver exceptional value to clients across diverse industries. Position Overview We are seeking an experienced Solution Engineer with strong expertise in Amazon Connect, customer authentication technologies, voice biometrics, and conversational AI. This individual will play a key role in leading the architecture, design, integration, and delivery of customer authentication and AI-driven customer engagement solutions within an enterprise Amazon Connect environment. The successful candidate will be responsible for solution architecture, vendor governance, integration design, and implementation oversight across initiatives involving OTP, MFA, voice biometrics, conversational AI, and customer self-service technologies. This is a hands-on technical role requiring strong collaboration with business stakeholders, security teams, fraud teams, vendors, and engineering teams to deliver scalable, secure, and customer-centric solutions.

Key Responsibilities
Solution Architecture & Delivery (40%)
• Architect and deliver customer authentication solutions including OTP, MFA, and identity verification capabilities.
• Lead design and integration efforts for voice biometric platforms including Nuance Gatekeeper and Pindrop.
• Design and implement Amazon Connect contact flows, routing strategies, and customer interaction solutions.
• Drive solution design reviews and ensure alignment with enterprise architecture standards.
• Support solution delivery through design, testing, production readiness, implementation, and deployment activities.
• Provide technical leadership throughout the project lifecycle. Conversational AI & Customer Experience Engineering (25%)
• Design NLU-powered IVR experiences and conversational self-service capabilities.
• Develop intent-routing strategies and AI-driven customer engagement workflows.




• Optimize customer journeys within Amazon Connect environments.
• Collaborate with stakeholders to enhance customer experience and operational efficiency.
• Recommend best practices for conversational AI implementations and customer interaction design. Integration & Platform Engineering (20%)
• Design integrations with APIs, identity platforms, CRM systems, fraud detection platforms, and messaging services.
• Support cloud-based solution architecture and enterprise integration initiatives.
• Review and challenge vendor-proposed designs and implementation approaches.
• Ensure solutions meet security, reliability, scalability, and operational requirements.
• Work closely with development and platform teams to implement and maintain integrations. Stakeholder Management & Governance (15%)
• Partner with business, security, fraud, operations, and vendor teams.
• Facilitate architecture reviews and technical discussions.
• Identify technical risks and propose mitigation strategies.
• Ensure adherence to architecture, security, compliance, and operational standards.
• Support project planning, delivery governance, and stakeholder communications. Qualifications
• 5+ years of experience in Solution Engineering, Solution Architecture, Contact Centre Technology, or related technical roles.
• Strong hands-on experience with Amazon Connect (ACXD).
• Experience implementing OTP, MFA, and customer authentication solutions.
• Experience working with Nuance Gatekeeper and/or Pindrop voice biometric platforms.
• Hands-on experience designing and implementing Conversational AI and NLU-driven IVR solutions.
• Strong API design and enterprise integration experience.
• Experience working with cloud-based architectures and technologies.
• Proven ability to collaborate with business, security, fraud, and vendor management teams.
• Strong communication, stakeholder management, and problem-solving skills. Mandatory Skills Amazon Connect & Contact Centre Technologies
• Hands-on experience with Amazon Connect (ACXD).
• Experience designing contact flows and routing strategies.




• Knowledge of enterprise contact centre architecture and integrations.
• Experience supporting customer experience and contact centre transformation initiatives. Authentication & Identity Solutions
• Experience implementing OTP and MFA authentication solutions.
• Understanding of customer identity verification and authentication frameworks.
• Experience integrating authentication platforms within enterprise ecosystems. Voice Biometrics & Conversational AI
• Experience with Nuance Gatekeeper and/or Pindrop.
• Experience building or supporting voice biometric authentication solutions.
• Experience designing conversational AI, NLU, and IVR self-service capabilities.
• Understanding of intent routing and AI-driven customer interaction technologies. Integration & Cloud Technologies
• Strong API and enterprise integration experience.
• Experience integrating CRM, fraud, messaging, and identity platforms.
• Understanding of cloud-native architecture principles.
• Experience supporting scalable and secure enterprise solutions. Preferred Skills
• Amazon Lex experience.
• AWS Lambda experience.
• API Gateway experience.
• Experience supporting Contact Center as a Service (CCaaS) or Contact Centre Modernization programs.
• Banking, financial services, or other regulated industry experience.
• Experience with fraud prevention and identity verification platforms.
• Knowledge of customer experience optimization and AI-powered self-service technologies. What Success Looks Like The successful candidate will become a trusted technical leader responsible for delivering up-to-date authentication and conversational AI solutions within Amazon Connect. They will help improve customer experiences, strengthen authentication capabilities, optimize self-service interactions, and deliver scalable enterprise solutions that align with business objectives and technology standards. Why Connex?
• Opportunity to work on enterprise-scale customer experience and digital transformation initiatives.
• Exposure to Amazon Connect, Conversational AI, Voice Biometrics, and Authentication technologies.
• Work on cutting-edge customer engagement and identity verification solutions.
• Opportunity to influence architecture and solution strategy.
• Collaborative culture focused on innovation, accountability, and continuous growth.
• Competitive compensation based on experience and overall fit.

📌 Solutions Engineer (Canada)
🏢 Connex Telecommunications
📍 Canada