GENAI CCAS Application Developer

Job Title:

GEN AI CCAS Application Developer

Location:

Washington, DC
Type:
Contract To Hire
Compensation: $56.23 - $62.00 per hour
Work Model:
Remote (Quarterly Travel to Gaithersburg, MD)

Hours:

40.0
Security Clearance:
Ability to obtain a Public Trust Clearance

This is a cloud application development role focused on building and enhancing AI-powered contact center solutions using Amazon Connect, Amazon Lex, Amazon Bedrock, and AWS serverless technologies
. The developer will create intelligent customer service experiences by integrating conversational AI, agent assist tools, analytics, and Retrieval-Augmented Generation (RAG) capabilities.

• Build, update, and maintain Amazon Connect contact flows, routing profiles, and queues to support both 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, document workflows, and maintain runbooks, architecture diagrams, and SOPs.
• Create and monitor Cloud Watch dashboards/alarms for call deflection rate, AHT, contact resolution, and AI usage metrics.

• Bachelor’s degree in Computer Science, Engineering, or related field and 2–4 years of relevant experience; or a Master’s with 2+ years of software development with Python, including building and troubleshooting AWS Lambda functions.
• Hands-on experience with Amazon Connect setup and configuration, including contact flows, routing profiles, queues, and channel integration (voice, chat).
• 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.

• Practical exposure to 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, and 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…