GenAI CCAS Application Developer

Job ID
132476
Job Type
Contract
Industry
Manufacturing
Pay Rate
$50 - $52.80 an hour
Location
Work from home

Talascend is currently seeking a GenAI CCAS Application Developer for a remote, contract opportunity with our client.

Overview

This role involves building and enhancing AI-powered applications for an AWS Contact Center as a Service platform, focusing on conversation flow design, Amazon Connect integrations, AI service orchestration, and the creation of supporting APIs and data pipelines to improve customer experience through intelligent automation.

Shift

Remote with quarterly travel for 2 days to Gaithersburg, MD or Indianapolis, Indiana. Standard work hours.

Clearance
Ability to obtain a Public Trust Security Clearance
US Citizen

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.

Qualifications

  • US Citizenship.
  • Ability to gain Public Trust Clearance.
  • 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.
  • 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.
  • Certifications (any of): AWS Developer Associate, AWS Solutions Architect Associate/Professional, AWS AI Specialty, AWS DevOps Engineer, CISSP/CCSP.

We thank all applicants for their interest. However, only those qualified individuals who closely meet the qualifications of the position will be contacted. The details of the position are only a summary, other duties may be assigned as necessary.

Background Check and Drug Screen may be required.

Apply Now

Pay range is not a guarantee of compensation or salary, as final offer amount may vary based on factors including but not limited to experience and geographic location. Talascend also offers a variety of benefits including: health and disability insurance, 401(k), EAP, paid time off, and company-paid holidays. The specific programs and options available to an employee may vary depending on date of hire, plan requirements, schedule type, and client work site mandates.

Talascend is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.

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