Job Title: Gen AI CCAS Application Developer
Location: Gaithersburg, MD
Type: Contract
Compensation: $56.23 - $63.00
Work Model: Remote
Hours: 40.0
Security Clearance: Public Trust

Responsibilities

• Develop, update, and maintain Amazon Connect contact flows, routing profiles, and queues supporting voice and chat channels.
• Integrate Lex V2 bots into Amazon Connect flows for call deflection, self-service, and escalation processes.
• Configure Contact Lens for real-time and post-contact analytics, transcription, sentiment analysis, and redaction.
• Implement Amazon Q for knowledge sources, guided workflows, and agent-assisted experiences.
• Configure S3 storage for call and chat transcripts with encryption and retention policies.
• Write AWS Lambda (Python) functions to orchestrate Bedrock LLM calls, embeddings workflows, and model invocation logging.
• Implement OpenSearch indexing, keyword and vector queries, and synchronization triggers.
• Build retrieval-augmented generation pipelines to enhance agent assist and knowledge base.
• Apply structured logging, tests, error handling, and cost/performance safeguards.
• Implement AI guardrails, prompt templates, and perform output evaluation for safety and accuracy.
• Enforce PII minimization and redaction policies in logs.
• Participate in threat modeling; support remediation efforts for contact center integrations.
• Support CloudFront and WAF configurations for web chat security.
• Develop APIs and event hooks for passing conversation context between web chat, Amazon Connect, and AI services.
• Maintain CI/CD pipelines, documentation, runbooks, and architecture diagrams.
• Create and monitor CloudWatch dashboards and alarms for key contact center metrics.

Requirements

• 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 experience including Python and AWS Lambda troubleshooting.
• Hands-on experience with Amazon Connect setup, including contact flows, routing, queues, and channel integration.
• Experience integrating Lex V2 bots with Amazon Connect flows.
• Knowledge of conversational AI design, slot elicitation, error recovery, and fallback patterns.
• Proficiency with Infrastructure as Code (CloudFormation) and Git-based CI/CD workflows.
• Strong security knowledge: IAM, encryption at rest (KMS), and secure logging/monitoring.
• Excellent written and verbal communication skills for documenting designs and explaining technical choices.
• US Citizen able to obtain a Public Trust clearance.

System One, and its subsidiaries including Joulé and Mountain Ltd., are leaders in delivering outsourced services and workforce solutions across North America. We help clients get work done more efficiently and economically, without compromising quality. System One not only serves as a valued partner for our clients, but we offer eligible employees health and welfare benefits coverage options including medical, dental, vision, spending accounts, life insurance, voluntary plans, as well as participation in a 401(k) plan.


System One is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, age, national origin, disability, family care or medical leave status, genetic information, veteran status, marital status, or any other characteristic protected by applicable federal, state, or local law.

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Ref: #851-Rockville-S1