GenAI Contact Center Developer

Job ID
134456
Job Type
Contract
Industry
Manufacturing
Pay Rate
$50 - $59 an hour
Location
Work from home

Talascend is currently seeking a GenAI Contact Center Developer for a contract opportunity with our client in Washington, District Of Columbia.

Overview

This role involves building and enhancing AI-powered contact center applications using AWS services such as Amazon Connect, Lex V2, Bedrock, and related technologies. The developer will focus on conversation flow design, AI service orchestration, integration, and ensuring compliance and security in a mission environment.

Responsibilities

  • Develop and configure contact flows, routing profiles, and queues within Amazon Connect to support voice and chat channels
  • Integrate Lex V2 bots into Amazon Connect flows for call deflection, self-service transactions, and escalation
  • Implement Contact Lens for analytics, transcription, sentiment analysis, and redaction
  • Configure Amazon Q in Connect domains, knowledge sources, and guided workflows
  • Develop AWS Lambda functions in Python for orchestrating Bedrock LLM calls, embeddings workflows, and model logging
  • Create retrieval-augmented generation pipelines to enhance agent assist and self-service knowledge
  • Ensure data safety, enforce PII minimization, and participate in threat modeling and remediation
  • Support web chat integrations with CloudFront and WAF, and build APIs for conversation context passing
  • Contribute to DevSecOps pipelines, maintain documentation, and monitor system metrics using CloudWatch

Qualifications

  • Bachelor’s degree in Computer Science, Engineering, or related field, or equivalent experience
  • 2–4 years of relevant software development experience, especially with Python and AWS Lambda functions
  • Hands-on experience with Amazon Connect setup, contact flow creation, and channel integration
  • Experience integrating Lex V2 bots with contact flows
  • Familiarity with conversational AI design and secure infrastructure practices (IAM, KMS, logging)
  • Strong communication skills for documenting designs and explaining technical concepts
  • US citizenship with the ability to obtain a Public Trust clearance

Preferred Qualifications

  • Full deployment experience with Amazon Connect, including telephony and queue optimization
  • Experience enabling Contact Lens for compliance and post-contact quality assessment
  • Knowledge of Amazon Q, Bedrock, Retrieval Augmented Generation, and vector search technologies
  • Familiarity with AWS security services such as WAF, CloudFront, KMS, and cross-account data protection
  • Skills in observability tools like CloudWatch, X-Ray, Athena, and Glue
  • Understanding of privacy, compliance, and security standards like FISMA and FedRAMP
  • Relevant AWS certifications such as Developer Associate, Solutions Architect, AI Specialty, or DevOps Engineer

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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