Posted today
Public Trust
Unspecified
Unspecified
Washington, DC (On-Site/Office)
GenAI Contact Center Engineer needed for a contract opportunity with SOC's client to work remotely.
Public Trust Clearance required for this role.
Contract Length: 6+ months
Responsibilities:
Required Qualifications:
Employment Prerequisites
The following requirements must be met to be eligible for this position: successful completion of a background investigation and drug urinalysis.
SOC, a Day & Zimmermann company, is an Equal Opportunity Employer, EOE AA M/F/Vet/Disability.
Note: Any pay ranges displayed are estimations, which may have been provided by job boards. Actual pay is determined by an applicant's experience, technical expertise, and other qualifications as listed in the job description. All qualified applicants are welcome to apply.
Estimated Min Rate: $31.77
Estimated Max Rate: $45.38
Public Trust Clearance required for this role.
Contract Length: 6+ months
Responsibilities:
- Build contact center infrastructure - be responsible for deployment and successful operation of AWS Connect services, including agent onboarding/offboarding, routing and security profiles, single sign on integration with cloud-native services, and be the point of contact for prompt triage and resolution of network issues impacting connection quality, sound quality, and latency.
- Optimize agent and customer experience - continuously develop and improve upon the Contact Control Panel, use post-contact analytics with Contact Lens to drive changes to contact flows, manage quality metrics and KPIs, and integrate Lex V2 capabilities.
- Develop internal proficiency - using OpenSearch develop a model for self-service troubleshooting and internal knowledge development, monitor and manage costs across cloud infrastructures, manage disaster recovery capabilities, and develop operational dashboards with cloud native tools and services.
- Build and develop AI capabilities - write Python based Lambda functions supporting contact operations, integrate with AWS Bedrock and securely manage AI models and datasets.
Required Qualifications:
- Bachelor's degree in Computer Science, Engineering, or related field and 3+ years of relevant experience; or 7+ years of relevant experience in lieu of degree.
- 2+ years hands-on experience designing, configuring, and operating Amazon Connect contact centers and possess the necessary understanding to document designs, flows, governance, and operational procedures; effective collaboration with WFM and Quality teams to ensure Connect capabilities function as intended.
- Experience troubleshooting issues such as audio quality for WebRTC voice, and network diagnostics (DNS, TLS, TURN/STUN, proxy/NAT, CIDR, QoS, jitter/packet loss).
- Experience and aptitude in programming (Lambda functions, AI development, cloud-based API, IAM policy, YAML code)
- Ability to work in a dynamic environment, work with a variety of functional teams, effectively communicate with technical and non-technical users, and have the drive to self-govern and self-manage day to day priorities in order to achieve program goals.
- Must be able to obtain Public Trust clearance.
Employment Prerequisites
The following requirements must be met to be eligible for this position: successful completion of a background investigation and drug urinalysis.
SOC, a Day & Zimmermann company, is an Equal Opportunity Employer, EOE AA M/F/Vet/Disability.
Note: Any pay ranges displayed are estimations, which may have been provided by job boards. Actual pay is determined by an applicant's experience, technical expertise, and other qualifications as listed in the job description. All qualified applicants are welcome to apply.
Estimated Min Rate: $31.77
Estimated Max Rate: $45.38
group id: cxhlpand
Diversity is one of our core values as a Company, and it’s also something very personal and unique to each employee. Who better to tell our story of diversity than the people who are part of that story. “The Many Diverse Voices of Betterment” shares how our unique backgrounds and perspectives make us stronger, together, as a Company as a whole, and as individuals. Our diverse and inclusive culture and what diversity means at SOC and Day & Zimmermann is told through personal, unscripted first-person narratives.
