GenAI Contact Center Engineer
Posted 1 week ago by 1765434569
Negotiable
Outside
Remote
USA
Summary: The GenAI Contact Center Engineer role involves designing, securing, and automating an AWS contact center platform utilizing various Amazon services. The position is aimed at early-career professionals with technical expertise in GenAI and Python, focusing on optimizing contact center operations and enhancing user experience. Responsibilities include building infrastructure, managing agent experiences, and developing AI capabilities. Candidates should possess relevant experience in contact center operations and cloud technologies.
Key Responsibilities:
- Design, secure, and automate AWS contact center platform using Amazon Connect and related services.
- Build and manage contact center infrastructure, including agent onboarding and routing profiles.
- Continuously optimize agent and customer experience through analytics and contact flow improvements.
- Develop internal proficiency using OpenSearch for troubleshooting and knowledge development.
- Write Python-based Lambda functions to support contact operations and manage AI models.
Key Skills:
- Bachelor's degree in Computer Science, Engineering, or related field, or equivalent experience.
- 2+ years of hands-on experience with Amazon Connect contact centers.
- Experience troubleshooting audio quality and network diagnostics.
- Programming skills in Lambda functions, AI development, and cloud-based APIs.
- Strong communication skills for collaboration with technical and non-technical teams.
Salary (Rate): undetermined
City: undetermined
Country: USA
Working Arrangements: remote
IR35 Status: outside IR35
Seniority Level: undetermined
Industry: IT
Job Title: GenAI Contact Center Engineer
Location: REMOTE
Duration: 6 + Months Contract
(Must be able to obtain public trust clearance )
Our client has opening for an early career GenAI Contact Center Engineer to help design, secure, and automate an AWS contact center platform that uses Amazon Connect, Lex V2, Amazon Q in Connect, Contact Lens, Bedrock, OpenSearch, and Lambda (Python). The ideal candidate would demonstrate:
Technical experience and aptitude in development, implementation, and/or troubleshooting of contact center operations, IVR flows, and related TURN/STUN/WebRTC network issues
Technical expertise in GenAI and Python
Foundational awareness of cloud provisioning best practices, well architected frameworks, and secure workloads particularly in IAM, Connect, Lambda, Bedrock, and S3 services.
What Your Day Will Look Like
Build contact center infrastructure be responsible for deployment and successful operation of AWS Connect services, including agent onboarding/offboarding, routing and security profiles, single sign on integration with cloud-native services, and be the point of contact for prompt triage and resolution of network issues impacting connection quality, sound quality, and latency.
Optimize agent and customer experience continuously develop and improve upon the Contact Control Panel, use post-contact analytics with Contact Lens to drive changes to contact flows, manage quality metrics and KPIs, and integrate Lex V2 capabilities.
Develop internal proficiency using OpenSearch develop a model for self-service troubleshooting and internal knowledge development, monitor and manage costs across cloud infrastructures, manage disaster recovery capabilities, and develop operational dashboards with cloud native tools and services.
Build and develop AI capabilities write Python based Lambda functions supporting contact operations, integrate with AWS Bedrock and securely manage AI models and datasets. Required Qualifications
Bachelor s degree in Computer Science, Engineering, or related field and 3+ years of relevant experience; or 7+ years of relevant experience in lieu of degree.
2+ years hands-on experience designing, configuring, and operating Amazon Connect contact centers and possess the necessary understanding to document designs, flows, governance, and operational procedures; effective collaboration with WFM and Quality teams to ensure Connect capabilities function as intended.
Experience troubleshooting issues such as audio quality for WebRTC voice, and network diagnostics (DNS, TLS, TURN/STUN, proxy/NAT, CIDR, QoS, jitter/packet loss).
Experience and aptitude in programming (Lambda functions, AI development, cloud-based API, IAM policy, YAML code)
Ability to work in a dynamic environment, work with a variety of functional teams, effectively communicate with technical and non-technical users, and have the drive to self-govern and self-manage day to day priorities in order to achieve program goals.