Principal Engineer — AWS AI & Contact Center Solutions

Job ID: 2611087 **Location:** Remote Work, MS, US **Date Posted:** 2026\-04\-07 **Category:** Engineering and Sciences **Subcategory:** Systems Engineer **Schedule:** Full\-Time **Shift:** Day Job **Travel:** No **Minimum Clearance Required:** None **Clearance Level Must Be Able to Obtain:** Public Trust **Potential for Remote Work:** ORA\_REMOTE **Description** **About This Role** SAIC is looking for a hands\-on Principal Engineer to lead the design, build, and delivery of AI\-enabled contact center solutions on AWS. You will work at the intersection of conversational AI, enterprise IT service management, and cloud\-native architecture — building solutions that transform how organizations deliver IT support to their users. This is a builder role. You will be writing code, configuring AI pipelines, and deploying integrations in production environments — not directing others to do so. You will also be building solution components that scale across multiple client engagements, creating lasting practice value beyond any single deployment. If you are currently building on Amazon Connect, AWS Bedrock, and Amazon Q — and you understand how those capabilities connect to enterprise ITSM platforms like ServiceNow — we want to talk to you. **What You'll Do** * 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 **The Environment You'll Work In** * Federal and civilian government IT services — compliance posture and security controls matter in everything you build * ServiceNow as the primary ITSM backbone — deep integration experience is essential * Active AWS strategic partne