GENAI CCAS Application Developer
Leidos
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $67,600 - $122,200 per year
Job Level
JuniorMid-Level
Tech Stack
AWSPython
About the role
- 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.
Requirements
- Bachelor’s degree in Computer Science, Engineering, or related field and 2–4 years of relevant experience; or a Master’s with <2 years; or 4 additional years of experience in lieu of a degree.
- 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.
Benefits
- Competitive compensation
- Health and Wellness programs
- Income Protection
- Paid Leave
- Retirement
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Amazon ConnectAWS LambdaPythonOpenSearchCloudFormationAI orchestrationS3unit testingintegration testingencryption
Soft skills
communicationdocumentationteam collaborationproblem-solvinganalytical thinking