[Hiring] Principal Engineer — AWS AI & Contact Center Solutions @SAIC

Other Jobs To Apply

Role Description

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 partnership — you will have access to AWS partner resources, co-sell support, and roadmap visibility
  • Multi-client delivery model — what you build for one client should be deployable to the next
  • Fast-moving AI landscape — the services you work with are evolving quarterly and you are expected to keep pace

What Makes This Role Different

You are not maintaining someone else's architecture. You are reconstituting and modernizing a solution stack against a materially evolved AWS AI/ML service landscape — then building it into a scalable practice platform.

The intent libraries you build, the knowledge pipelines you design, the integration patterns you establish — these become practice IP that compounds in value across every subsequent client deployment. You are building something that lasts.

Company Description

SAIC® is a premier Fortune 500® mission integrator focused on advancing the power of technology and innovation to serve and protect our world. Our robust portfolio of offerings across the defense, space, civilian and intelligence markets includes secure high-end solutions in mission IT, enterprise IT, engineering services and professional services. We integrate emerging technology, rapidly and securely, into mission critical operations that modernize and enable critical national imperatives.

We are approximately 24,000 strong; driven by mission, united by purpose, and inspired by opportunities. SAIC is an Equal Opportunity Employer. Headquartered in Reston, Virginia, SAIC has annual revenues of approximately $7.5 billion. For more information, visit saic.com . For ongoing news, please visit our newsroom .

Back to blog

Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...