Posted today
Public Trust
Unspecified
Unspecified
Remote/Hybrid• (Off-Site/Hybrid)
Location: Remote
Public Trust
Opening for an early career GenAI Contact Center Engineer to help design, secure, and automate an AWS contact center platform that uses Amazon Connect, Lex V2, Amazon Q in Connect, Contact Lens, Bedrock, OpenSearch, and Lambda (Python).
The ideal candidate would demonstrate:
• Technical experience and aptitude in development, implementation, and/or troubleshooting of contact center operations, IVR flows, and related TURN/STUN/WebRTC network issues
• Technical expertise in GenAI and Python
• Foundational awareness of cloud provisioning best practices, well architected frameworks, and secure workloads - particularly in IAM, Connect, Lambda, Bedrock, and S3 services.
What Your Day Will Look Like
• 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.
• Ability to obtain Public Trust clearance.
Position Details:
The above salary range represents the range expected for the position; however, final salary offers are based on a number of factors such as the position's responsibilities; the candidate's experience, education, and skills; location; travel required; and current market conditions.
This program requires US Citizenship
ABBTECH is an EOE/Minorities/Women/Disabled Individuals/Veterans
Public Trust
Opening for an early career GenAI Contact Center Engineer to help design, secure, and automate an AWS contact center platform that uses Amazon Connect, Lex V2, Amazon Q in Connect, Contact Lens, Bedrock, OpenSearch, and Lambda (Python).
The ideal candidate would demonstrate:
• Technical experience and aptitude in development, implementation, and/or troubleshooting of contact center operations, IVR flows, and related TURN/STUN/WebRTC network issues
• Technical expertise in GenAI and Python
• Foundational awareness of cloud provisioning best practices, well architected frameworks, and secure workloads - particularly in IAM, Connect, Lambda, Bedrock, and S3 services.
What Your Day Will Look Like
• 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.
• Ability to obtain Public Trust clearance.
Position Details:
- Pay Rate / Range:____$33.49-$43.49_____
The above salary range represents the range expected for the position; however, final salary offers are based on a number of factors such as the position's responsibilities; the candidate's experience, education, and skills; location; travel required; and current market conditions.
- Benefits (Regular, Full Time Employees):
- Medical, Dental, and Vision offerings
- Weekly Direct Deposit
- Paid Holidays and Personal Time Off
- 401(k) with match
- Voluntary Life and AD&D, Short / Long Term Disability, plus other voluntary coverages
- Pre-Paid Legal and Employee Assistance Programs
- Northwest Federal Credit Union Membership
- BB&T @ Work Program
This program requires US Citizenship
ABBTECH is an EOE/Minorities/Women/Disabled Individuals/Veterans
group id: 10285805
