GENAI CCAS Application Developer

Detailed Description From Employer:

Description

We are seeking an early-career GenAI Application Developer to design, build, and enhance AI-powered applications for an AWS-based Contact Center as a Service (CCAS) platform. This role focuses on conversational AI, intelligent automation, and generative AI-driven customer and agent experiences using services such as Amazon Connect, Lex V2, Amazon Q in Connect, Contact Lens, Bedrock, OpenSearch, and AWS Lambda (Python).

You will work closely with senior engineers, UI/UX designers, and cloud teams to implement voice and chat automation, agent assist features, secure AI orchestration, and supporting APIs and data pipelines-all within a security- and compliance-focused environment.

This is an excellent opportunity to grow as a software developer while contributing to impactful, production-grade AI solutions.

Primary Responsibilities

Amazon Connect Application Development

• Design, build, and maintain Amazon Connect contact flows, routing profiles, and queues for voice and chat
• Integrate Amazon Lex V2 bots for call deflection, self-service workflows, and escalation
• Configure Contact Lens for transcription, summarization, sentiment analysis, QA insights, and redaction
• Configure Amazon Q in Connect domains, knowledge sources, guided workflows, and agent assist capabilities
• Implement secure S3-based transcript storage with encryption, lifecycle policies, and retention controls

eAI Orchestration & Backend Services

• Develop AWS Lambda (Python) functions to orchestrate:
• Amazon Bedrock LLM calls
• Embeddings workflows
• Model invocation logging and observability
• Implement OpenSearch indexing, keyword/vector queries, and ingestion triggers
• Build Retrieval-Augmented Generation (RAG) pipelines to support agent assist and self-service knowledge
• Apply structured logging, testing, error handling, and performance/cost safeguards

Data Safety, Security & Compliance

• Implement AI guardrails, prompt templates, and output evaluation mechanisms
• Enforce PII redaction and minimization across conversation logs
• Participate in threat modeling and remediation for contact center integrations

Web, Chat & Integration Support

• Support CloudFront + WAF configurations for secure web chat entry points
• Build APIs and event hooks to pass context between web chat, Amazon Connect, and AI services

DevSecOps & Operations

• Contribute to Git-based CI/CD pipelines, code reviews, and documentation
• Maintain runbooks, SOPs, and architecture diagrams
• Create and monitor CloudWatch dashboards and alarms for:
• Call deflection rate
• Average Handle Time (AHT)
• Contact resolution
• AI usage metrics

Requirements

Basic Qualifications

• Bachelor's degree in Computer Science, Engineering, or related field with 2-4 years of experience, OR a Master's degree
• 2+ years of software development experience with Python, including AWS Lambda
• Hands-on experience configuring Amazon Connect (contact flows, routing, queues, voice/chat)
• Experience integrating Amazon Lex V2 with Connect flows
• Familiarity with conversational AI design (slot filling, error handling, fallback patterns)
• Infrastructure as Code experience (CloudFormation)
• Git-based CI/CD workflows
• Foundational AWS security knowledge (IAM least privilege, KMS encryption, logging/monitoring)
• Strong written and verbal communication skills
• Ability to obtain a Public Trust clearance

Preferred Qualifications

• Experience with full Amazon Connect deployments and telephony configuration
• Experience enabling Contact Lens analytics and compliance features
• Experience with Amazon Q in Connect agent assist
• Experience with Amazon Bedrock, prompt engineering, and guardrails
• Knowledge of RAG architectures, OpenSearch vector search (k-NN / HNSW)
• Familiarity with AWS WAF, CloudFront, CloudWatch, X-Ray, Athena, Glue
• Understanding of privacy and compliance concepts (PII, data retention, FISMA/FedRAMP)
• AWS certifications (Developer, Solutions Architect, AI Specialty, DevOps, Security)

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