GenAI CCAS Application Developer

GenAI CCAS Application Developer

Location: Remote (Quarterly onsite meetings in Gaithersburg, MD)

Security Clearance:** Public Trust (ability to obtain required)

Employment Type:** 6 Month Contract with strong potential for FTE conversion

**Role Summary**

Seeking an early-career GenAI CCAS Application Developer to build and enhance AI-powered applications supporting an AWS Contact Center as a Service (CCAS) platform for the FTC SNS program. This role focuses on software development using Amazon Connect, Amazon Lex V2, Amazon Q in Connect, Bedrock, OpenSearch, and AWS Lambda to create intelligent customer service solutions. The successful candidate will collaborate with senior developers, cloud engineers, and UI/UX designers to implement secure, scalable, and AI-driven applications that improve customer experience through intelligent automation.

This is a remote position with quarterly travel to Gaithersburg, MD for onsite meetings.

**Key Responsibilities**

• Develop, configure, and maintain Amazon Connect contact flows, routing profiles, and queues for voice and chat channels

• Integrate Amazon Lex V2 bots into Amazon Connect for self-service, call deflection, and escalation workflows

• Configure and support Amazon Contact Lens for real-time and post-contact analytics, transcription, summarization, sentiment analysis, and PII redaction

• Configure Amazon Q in Connect domains, knowledge sources, guided workflows, and agent assist capabilities

• Implement encrypted S3 storage for call and chat transcripts, including lifecycle and retention policies

• Develop AWS Lambda functions using Python to orchestrate Amazon Bedrock LLM calls, embeddings workflows, and model invocation logging

• Build Retrieval-Augmented Generation (RAG) pipelines using Amazon Bedrock and OpenSearch

• Configure OpenSearch indexing, vector and keyword search, and knowledge synchronization

• Implement AI guardrails, prompt templates, output validation, and safety controls

• Enforce PII minimization and redaction policies for conversation logs

• Support CloudFront and AWS WAF configurations for secure web chat entry points

• Develop APIs and event integrations between web chat, Amazon Connect, and AI services

• Participate in Git-based CI/CD pipelines, code reviews, testing, and documentation

• Create and maintain runbooks, SOPs, and architecture documentation

• Monitor application performance using CloudWatch dashboards and alarms

• Support operational metrics including call deflection, average handle time (AHT), contact resolution, and AI usage

**Required Technical Skills**

• Bachelor's degree in Computer Science, Engineering, or a related discipline (or equivalent experience/combined education)

• 2–4 years of relevant software development experience (or Master's degree with applicable experience)

• Minimum 2 years of Python development experience

• Experience building and troubleshooting AWS Lambda functions

• Hands-on experience with Amazon Connect, including contact flows, routing profiles, queues, and voice and chat channel integration

• Experience integrating Amazon Lex V2 with Amazon Connect

• Knowledge of conversational AI design, including slot elicitation, error recovery, and safe fallback patterns

• Experience with CloudFormation Infrastructure as Code (IaC)

• Experience with Git-based CI/CD pipelines

• Understanding of IAM least privilege, AWS KMS encryption, and secure logging and monitoring

• Strong written and verbal communication skills

• U.S. Citizenship with the ability to obtain a Public Trust clearance

**Preferred / Nice-to-Have Skills**

• Experience with enterprise Amazon Connect deployments

• Experience with Amazon Contact Lens

• Experience with Amazon Q in Connect

• Experience with Amazon Bedrock, LLM APIs, prompt engineering, and guardrails

• Experience with Retrieval-Augmented Generation (RAG)

• Experience with AWS OpenSearch, including vector search and k-NN/HNSW indexing

• Knowledge of AWS KMS key policies, S3 security and lifecycle management, AWS WAF, and CloudFront

• Experience with CloudWatch dashboards, X-Ray, Athena, and Glue

• Familiarity with PII redaction, data retention policies, FISMA, and FedRAMP

• AWS or security certifications, including AWS Developer Associate, AWS Solutions Architect Associate or Professional, AWS AI Specialty, AWS DevOps Engineer, CISSP, or CCSP

**Qualifications & Experience**

• Bachelor's degree in a related field or equivalent combination of education and experience

• U.S. Citizen required

• Ability to obtain and maintain a Public Trust clearance

• Standard work schedule with no more than 40 hours per week

• Strong opportunity for full-time employment based on performance after the initial contract period