GENAI CCAS Application Developer

Location: Remote (Quarterly Travel to Gaithersburg, MD)

Clearance Level: Public Trust

• Amazon Connect application development and configuration:
  Build, update, and maintain Amazon Connect contact flows, routing profiles, and queues to support voice and chat channels.
• Integrate Lex V2 bots into Amazon Connect flows for call deflection, self-service transactions, and escalation.
• Enable and configure Contact Lens for real‑time and post-contact analytics, transcription, summarization, sentiment analysis, and redaction.
• Configure Amazon Q in Connect domains, knowledge sources, guided workflows, and step‑by‑step agent‑assist experiences.
• Implement S3‑based call and chat transcript storage with encryption, lifecycle policies, and retention compliance.
• Write AWS Lambda (Python) functions to orchestrate Bedrock LLM calls, embeddings workflows, and model invocation logging.
• Implement Open Search indexing, vector/keyword queries, and knowledge synchronization triggers.
• Build retrieval‑augmented generation (RAG) pipelines to enhance Amazon Connect agent assist and self‑service knowledge.
• Apply structured logging, unit/integration tests, error handling, and performance/cost safeguards.
• Implement AI guardrails, prompt templates, and output evaluation for safety and accuracy.
• Enforce PII minimization and redaction policies in Amazon Connect conversation logs.
• Participate in threat modeling and support remediation of findings for contact center integrations.
• Support Cloud Front + WAF configurations for secure web chat entry points.
• Build APIs and event hooks to pass conversation context between web chat, Amazon Connect, and AI services.
• Contribute to Git‑based CI/CD pipelines, code reviews, and documentation.
• Maintain runbooks, architecture diagrams, and SOPs for contact flows, bot integrations, and AI workflows.
• Create and monitor Cloud Watch dashboards/alarms for call deflection rate, average handle time (AHT), contact resolution, and AI usage metrics.

• Bachelor's degree in Computer Science, Engineering, or related field with 2‑4 years of relevant experience; or a Master's with 2+ years of software development with Python.
• Hands‑on experience with Amazon Connect setup and configuration (contact flows, routing profiles, queues, and channel integration).
• Experience integrating Lex V2 bots with Amazon Connect flows.
• Familiarity with conversational AI design, including slot elicitation, error recovery, and safe fallback patterns.
• Infrastructure as Code experience (Cloud Formation) and Git‑based CI/CD workflows.
• Foundational security knowledge: least privilege IAM, encryption at rest (KMS), and secure logging/monitoring.
• Strong written and verbal communication; able to document designs and explain technical choices to teammates.
• Ability to obtain a Public Trust clearance.
• U.S. citizenship required for this program.

• Practical experience with full Amazon Connect deployments, including telephony setup, contact attributes, and queue performance optimization.
• Experience enabling and tuning Contact Lens for compliance, sentiment analysis, and post‑contact QA scoring.
• Experience with Amazon Q in Connect for agent‑assist workflows and knowledge retrieval.
• Experience with Amazon Bedrock (LLM and embeddings) and guardrails; calling LLM APIs and prompt engineering.
• Knowledge of Retrieval Augmented Generation (RAG) and vector search; AWS Open Search Service configuration (VPC only, KMS) and k‑NN/HNSW indices.
• Familiarity with KMS key policies, grants, cross‑account access; S3 data protection (BPA, lifecycle, access points).
• Experience with AWS WAF, Cloud Front, and edge security patterns.
• Observability and analytics skills:
  Cloud Watch dashboards/alarms, X‑Ray, Athena/Glue.
• Understanding of privacy/compliance considerations (PII redaction, data retention), and familiarity with FISMA and FedRAMP concepts as applied to contact centers.
• Certifications:
  
  AWS Developer Associate, AWS Solutions Architect Associate/Professional, AWS AI Specialty, AWS Dev Ops Engineer, CISSP/CCSP.

• Pay Range: $40.00–$50.28 per hour.

• Medical, Dental, and Vision coverage.
• Weekly direct deposit.
• Paid holidays and personal time off.
• 401(k) with match.
• Voluntary life & AD&D, short/long‑term disability, and other voluntary coverages.
• Pre‑paid legal and employee assistance programs.
• Northwest Federal Credit Union membership.
• BB&T @ Work program.

ABBTECH is an EOE/Minorities/Women/Disabled Individuals/Veterans.