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ALTA IT Services, LLC · 8 hours ago

GENAI CCAS Application Developer

Gaithersburg, MD

Contract

Hybrid

Entry, Mid Level

$50/hr - $50/hr

2+ years exp

ALTA IT Services, LLC is seeking an early career GENAI CCAS Application Developer to build and enhance AI-powered applications for an AWS Contact Center As a Service platform. The role involves working with senior developers and designers to implement features that improve customer experience through intelligent automation and ensure compliance with privacy controls.

ConsultingInformation TechnologyStaffing Agency

Growth Opportunities

No H1B

Security Clearance Required

U.S. Citizen Only

Responsibilities

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

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

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

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

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

Qualification

AWS Lambda (Python)Amazon ConnectLex V2 integrationInfrastructure as CodeConversational AI designCloudWatchSecurity knowledgeGit-based CI/CDObservability skillsPrivacy complianceCertificationsCommunication

Required

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

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

Certifications (any of): AWS Developer Associate, AWS Solutions Architect Associate/Professional, AWS AI Specialty, AWS DevOps Engineer, CISSP/CCSP