GENAI CCAS Application Developer

Role Overview

An opportunity is available for an early-career GenAI Application Developer to build and enhance AI-powered applications for an AWS Contact Center as a Service (CCAS) platform. This software development role focuses on conversation flow design, Amazon Connect integrations, AI service orchestration, generative AI safety, and the creation of supporting APIs and data pipelines. You will work with senior developers, UI/UX designers, and cloud engineers to implement features that improve customer experience through intelligent automation. Remote position with may require quarterly travel to Gaithersburg, MD.

Key Responsibilities

• Build, update, and maintain Amazon Connect contact flows, routing profiles, and queues for voice and chat channels.
• Integrate Lex V2 bots into Amazon Connect flows for call deflection and self-service.
• Enable and configure Contact Lens for real-time and post-contact analytics, transcription, and redaction.
• Configure Amazon Q in Connect for agent assist experiences.
• Write AWS Lambda (Python) functions to orchestrate Bedrock LLM calls and embeddings workflows.
• Implement OpenSearch indexing, vector/keyword queries, and knowledge synchronization triggers.
• Build retrieval-augmented generation (RAG) pipelines to enhance agent assist and self-service knowledge.
• Implement AI guardrails, prompt templates, and output evaluation for safety and accuracy.
• Contribute to Git-based CI/CD pipelines, code reviews, and documentation.
• Create and monitor CloudWatch dashboards and alarms for key performance metrics.

Required Qualifications

• A Bachelor's degree in Computer Science, Engineering, or a related field with 2–4 years of relevant experience, or a Master's degree with 1-2 years of prior relevant experience.
• 2+ years of software development experience with Python, including building and troubleshooting AWS Lambda functions.
• Hands-on experience with Amazon Connect setup and configuration, including contact flows, routing profiles, and queues.
• Experience integrating Lex V2 bots with Amazon Connect flows.
• Familiarity with conversational AI design, including slot elicitation and error recovery.
• Experience with Infrastructure as Code (CloudFormation) and Git-based CI/CD workflows.
• Foundational security knowledge, including least privilege IAM, encryption at rest (KMS), and secure logging.
• Strong written and verbal communication skills.
• Must be able to obtain and/or maintain a Public Trust clearance as a condition and continuation of employment.

Preferred Qualifications

• Practical exposure to full Amazon Connect deployments, including telephony setup and queue performance optimization.
• Experience with Amazon Q in Connect for agent assist workflows.
• Experience with Amazon Bedrock and prompt engineering.
• Knowledge of Retrieval Augmented Generation (RAG) and vector search with AWS OpenSearch Service.
• Familiarity with AWS WAF, CloudFront, and edge security patterns.
• Observability and analytics skills using CloudWatch, X-Ray, and Athena/Glue.
• Certifications such as AWS Developer Associate, AWS Solutions Architect Associate/Professional, AWS AI Specialty, or AWS DevOps Engineer.

Benefits

• Medical, dental, vision, life, and disability insurance plans
• Employee stock purchase program (ESPP)
• 401K program with company match after 12 months of tenure
• Health Savings Account (HSA) on the HDHP plan
• SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions
• Corporate discount savings program
• On-demand training program
• Access to certification prep and library of technical and leadership courses/books/seminars after 6+ months of tenure
• Certification discounts and perks through associations including CompTIA and IIBA
• Dedicated customer service team for Consultants
• Certified Career Coach