About this role.
This senior engineering role builds an AI-powered IT help desk automation platform using Python, AWS Bedrock, and serverless AWS services. The engineer will design and orchestrate AI agents for ticket triage, request routing, and identity/access-management workflows across enterprise systems. Core work includes REST API integrations, AWS Lambda and Step Functions development, cloud-native architecture, and collaboration on agent quality improvements. The role requires at least five years of software engineering experience, strong English communication, and hands-on Bedrock, generative AI, and enterprise integration expertise.
Role DNA
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Job Complexity
5/5Pace & Pressure
4/5Autonomy Level
4/5Communication Load
4/5Salary analysis
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Core skills
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Sample interview questions
I would define a constrained agent scope, connect approved knowledge sources and action groups, and use structured ticket inputs such as category, urgency, requester, and device context. The agent would classify intent, retrieve relevant policies, invoke workflow actions through APIs or Lambda, and return a traceable outcome. I would add guardrails, confidence thresholds, human escalation paths, and evaluation datasets to ensure safe and measurable performance.
I would use Step Functions to coordinate validation, approval, provisioning, notification, and audit stages. Lambda functions would integrate with identity providers such as Okta or Azure AD through secure APIs, while retries, timeout handling, and compensating actions would address failures. The workflow would maintain an auditable state history and require approval gates for privileged access.
I would apply least-privilege IAM roles, store secrets in AWS Secrets Manager or Parameter Store, encrypt data in transit and at rest, and avoid logging sensitive identity data. I would implement API authentication, input validation, rate limiting, clear audit events, and regular permission reviews. For AI workflows, I would also restrict tool access and validate agent-generated action parameters before execution.
I would establish labeled test cases covering common, ambiguous, and high-risk requests, then measure routing accuracy, containment rate, escalation rate, latency, and harmful-action rate. I would review failure patterns using agent traces and user feedback, improve prompts and knowledge retrieval, and refine action schemas or guardrails. Changes would be tested in a controlled environment before production rollout.
I would first document authentication, endpoints, data models, pagination, rate limits, error behavior, and required audit fields. I would build a resilient integration layer with typed request and response models, idempotency controls, retries for transient errors, and monitoring. After validating with sandbox workflows, I would deploy incrementally and provide operational documentation for support teams.
Join Our Team
Oowlish, one of Latin America’s rapidly expanding software development companies, is seeking experienced technology professionals to enhance our diverse and vibrant team.
As a valued member of Oowlish, you will collaborate with premier clients from the United States and Europe, contributing to pioneering digital solutions. Our commitment to creating a nurturing work environment is recognized by our certification as a Great Place to Work, where you will have opportunities for professional development, growth, and a chance to make a significant international impact.
We offer the convenience of remote work, allowing you to craft a work-life balance that suits your personal and professional needs. We’re looking for candidates who are passionate about technology, proficient in English, and excited to engage in remote collaboration for a worldwide presence.
About the Role
We are looking for an experienced AI Solutions Engineer to help build an AI-powered IT Help Desk Automation platform using AWS Bedrock and modern serverless technologies.
This role focuses on designing intelligent automation workflows that leverage AI agents to streamline IT operations, including ticket triage, request routing, and identity/access management automation across enterprise systems.
The ideal candidate combines strong Python development skills with hands-on experience building AI-powered applications using AWS Bedrock and modern AWS serverless services.
Key Responsibilities:
- Design and develop AI-powered automation solutions using AWS Bedrock.
- Build and orchestrate AI agents capable of handling IT help desk workflows.
- Develop integrations with enterprise platforms using REST APIs.
- Implement automation for ticket triage, routing, and access request workflows.
- Build serverless applications using AWS Lambda and Step Functions.
- Integrate AI workflows with KACE, Okta, Azure AD, and similar enterprise platforms.
- Design secure, scalable, and maintainable cloud-native solutions.
- Collaborate with engineering teams to continuously improve AI agent performance.
- Participate in architecture discussions and technical decision-making.
Requirements:
- 5+ years of software engineering experience.
- Strong Python development experience.
- Hands-on experience with AWS cloud services.
- Experience building cloud-native applications.
- Experience integrating enterprise systems using REST APIs.
- Strong problem-solving skills.
- Experience working in Agile environments.
- Strong English communication skills.
Must Have:
- Bedrock Agents
- Action Groups
- Guardrails
- Experience developing serverless applications using:
- AWS Lambda
- AWS Step Functions
- Experience integrating enterprise systems through REST APIs.
- Experience with identity and access management integrations.
- Experience designing scalable cloud-native architectures.
- Strong understanding of Generative AI application development.
Nice to Have:
- Okta
- Azure Active Directory (Azure AD)
- KACE
- Experience with enterprise ITSM platforms.
- Experience with authentication and identity management.
- Experience with Amazon API Gateway.
- Experience with EventBridge or SQS.
- Experience with Infrastructure as Code.
- Experience with prompt engineering.
- Experience optimizing AI agent workflows.
Compensation
Additional Information
Benefits & Perks:
Home office;
Competitive compensation based on experience;
Career plans to allow for extensive growth in the company;
International Projects;
Oowlish English Program (Technical and Conversational);
Oowlish Fitness with Total Pass;
Games and Competitions;
You can also apply here:
Website: https://www.oowlish.com/work-with-us/
LinkedIn: https://www.linkedin.com/company/oowlish/jobs/
Instagram: https://www.instagram.com/oowlishtechnology/
Annual salary information is not provided for this position. Explore salary ranges for similar roles in our Salary Directory ›
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