Description

Responsibilities

• Amazon Connect application development and configuration:
  • Build, update, and maintain Amazon Connect contact flows, routing profiles, and queues to support both voice and chat channels.
  • Integrate 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, 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 and backend services:
  • Write AWS Lambda (Python) functions to orchestrate Bedrock LLM calls, embeddings workflows, and model invocation logging.
  • Implement OpenSearch indexing, vector/keyword queries, and knowledge synchronization triggers.
  • Build retrieval-augmented generation (RAG) pipelines to enhance Amazon Connect agent assist and self-service knowledge.
  • Apply structured logging, unit/integration tests, error handling, and performance/cost safeguards.
• Data safety and compliance:
  • Implement AI guardrails, prompt templates, and output evaluation for safety and accuracy.
  • Enforce PII minimization and redaction policies in Amazon Connect conversation logs.
  • Participate in threat modeling and support remediation of findings for contact center integrations.
• Web and chat integration:
  • Support CloudFront + 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 and operations:
  • Contribute to Git-based CI/CD pipelines, code reviews, and documentation.
  • Maintain runbooks, architecture diagrams, and SOPs for contact flows, bot integrations, and AI workflows.
  • Create and monitor CloudWatch dashboards/alarms for call deflection rate, average handle time (AHT), contact resolution, and AI usage metrics.

Basic Qualifications

• Bachelor’s degree in Computer Science, Engineering, or related field and 2–4 years of relevant experience; or a Master’s with
• 2+ years of software development with Python, including building and troubleshooting AWS Lambda functions.
• Hands-on experience with Amazon Connect setup and configuration, including contact flows, routing profiles, queues, and channel integration (voice, chat).
• Experience integrating Lex V2 bots with Amazon Connect flows.
• Familiarity with conversational AI design, including slot elicitation, error recovery, and safe fallback patterns.
• Infrastructure as Code experience (CloudFormation) and Git-based CI/CD workflows.
• Foundational security knowledge: least privilege IAM, encryption at rest (KMS), and secure logging/monitoring.
• Strong written and verbal communication; able to document designs and explain technical choices to teammates.
• US Citizen with ability to obtain a Public Trust clearance.

Preferred Qualifications

• Practical exposure to full Amazon Connect deployments, including telephony setup, contact attributes, and queue performance optimization.
• Experience enabling and tuning Contact Lens for compliance, sentiment analysis, and post-contact QA scoring.
• Experience with Amazon Q in Connect for agent assist workflows and knowledge retrieval.
• Experience with Amazon Bedrock (LLM and embeddings) and guardrails; calling LLM APIs and prompt engineering.
• Knowledge of Retrieval Augmented Generation (RAG) and vector search; AWS OpenSearch Service configuration (VPC only, KMS) and k-NN/HNSW indices.
• Familiarity with KMS key policies, grants, and cross-account access; S3 data protection (BPA, lifecycle, access points).
• Experience with AWS WAF, CloudFront, and edge security patterns.
• Observability and analytics skills: CloudWatch dashboards/alarms, X-Ray, Athena/Glue.
• Understanding of privacy/compliance considerations (PII redaction, data retention), and familiarity with FISMA and FedRAMP concepts as applied to contact centers

Key Skills

Education

Bachelor's or Master's degrees