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Genai Ccas Application Developer

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Robert Half

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Location:
United States , Washington, DC

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Category:
IT - Software Development

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Contract Type:
Not provided

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Salary:

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Job 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.

Job Responsibility:

  • 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
  • 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
  • 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
  • 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
  • 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:

  • 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

Nice to have:

  • 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)
What we offer:
  • medical
  • vision
  • dental
  • life and disability insurance
  • 401(k) plan

Additional Information:

Job Posted:
April 10, 2026

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