GenAI CCAS Application Developer

Role Summary

We are seeking an early-career GenAI CCAS Application Developer to design, build, and enhance AI-powered applications for an AWS Contact Center as a Service (CCAS) platform . This role focuses on Amazon Connect development, conversational AI, backend AI orchestration, and secure cloud integrations to improve customer and agent experiences through intelligent automation.

The position is 100% remote, with quarterly travel to Gaithersburg, MD, and offers strong potential for conversion to a full-time role following the initial 6+ month assignment.

Key Responsibilities

Amazon Connect Application Development & Configuration

• Build, update, and maintain Amazon Connect contact flows, routing profiles, and queues for voice and chat channels.
• Integrate Amazon 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, including 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.

AI Orchestration & Backend Services

• Develop AWS Lambda (Python) functions to orchestrate Amazon Bedrock LLM calls, embeddings workflows, and model invocation logging.
• Implement Amazon OpenSearch Service indexing, vector and keyword queries, and knowledge synchronization triggers.
• Build Retrieval-Augmented Generation (RAG) pipelines to enhance agent assist and self-service knowledge.
• Apply structured logging, unit and integration testing, robust error handling, and performance/cost safeguards.

Data Safety, Security & Compliance

• Implement AI guardrails, prompt templates, and output evaluation to ensure safety and accuracy.

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• Enforce PII minimization and redaction policies within Amazon Connect conversation logs.
• Participate in threat modeling and support remediation of security findings related to contact center integrations.

Web, Chat & API Integration

• Support CloudFront + AWS 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.

DevSecOps & Operations

• Contribute to Git-based CI/CD pipelines, code reviews, and technical documentation.
• Maintain runbooks, architecture diagrams, and SOPs for contact flows, bot integrations, and AI workflows.
• Create and monitor CloudWatch dashboards and alarms for metrics such as call deflection rate, average handle time (AHT), contact resolution, and AI usage.

Required Technical Skills

• Python software development with hands-on experience building and troubleshooting AWS Lambdafunctions.
• Amazon Connect setup and configuration, including contact flows, routing profiles, queues, and channel integration (voice and chat).
• Amazon Lex V2 bot integration with Amazon Connect.
• Conversational AI design fundamentals (slot elicitation, error recovery, safe fallback patterns).
• Infrastructure as Code using AWS CloudFormation.
• Git-based CI/CD workflows.
• Foundational cloud security knowledge, including least-privilege IAM, encryption at rest (KMS), and secure logging/monitoring.
• Strong written and verbal communication skills, with the ability to document designs and explain technical decisions.

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Preferred / Nice-to-Have Skills

• End-to-end Amazon Connect deployments, including telephony setup, contact attributes, and queue performance optimization.
• Advanced Contact Lens configuration for compliance, sentiment analysis, and QA scoring.
• Experience with Amazon Q in Connect for agent assist workflows and knowledge retrieval.
• Hands-on experience with Amazon Bedrock (LLMs, embeddings, guardrails, and prompt engineering).
• Knowledge of RAG architectures, vector search, and Amazon OpenSearch Service (VPC-only, KMS, k-NN/HNSW).
• Experience with AWS WAF, CloudFront, and edge security patterns.
• Observability tools such as CloudWatch, X-Ray, Athena, and Glue.
• Understanding of privacy and compliance requirements, including PII redaction, data retention, FISMA, and FedRAMP concepts for contact centers.

Certifications (any of):

• AWS Developer Associate
• AWS Solutions Architect Associate or Professional
• AWS AI Specialty
• AWS DevOps Engineer
• CISSP or CCSP

Qualifications & Experience

• Bachelor’s degree in Computer Science, Engineering, or a related field and 2–4 years of relevant experience, OR a Master’s degree with less than 2 years of prior relevant experience