What are the responsibilities and job description for the GenAI Contact Center Engineer position at ALTA IT Services, LLC?
GenAI Contact Center Engineer
Public Trust required
REMOTE
Hourly Rate: $37.00 - $42.00
We are currently looking 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.
#M2
#DI-AP1
Ref: #850-Rockville (ALTA IT)
Public Trust required
REMOTE
Hourly Rate: $37.00 - $42.00
We are currently looking 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.
#M2
#DI-AP1
Ref: #850-Rockville (ALTA IT)
Salary : $37 - $42