GenAI Contact Center Engineer (Washington)

GenAI Contact Center Engineer

Clearance : Public Trust (Or being willing to obtain, U.S. Citizenship required)

Location : Remote

Seeking an early career GenAI Contact Center Engineer to support the design, security, and automation of an AWS contact center platform. This role plays a critical part in enabling a modernized customer experience through the use of Amazon Connect, Lex V2, Amazon Q in Connect, Contact Lens, Bedrock, OpenSearch, and Lambda (Python).

You will focus on implementing AWS cloud contact center capabilities, building automation, improving performance, and ensuring strong technical alignment with operational and security best practices. This position will have a direct impact on customer and agent experience, platform reliability, and the overall effectiveness of contact center operations. Youll collaborate with cross-functional teams and contribute to ongoing optimization, analytics, and AI-based improvements across the entire environment.

Duties and 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 Experience / Skills

• Bachelors 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.

Education

Bachelors degree in Computer Science, Engineering, or a related field (or equivalent experience).