GenAI Contact Center Engineer

GenAI Contact Center Engineer
Public Trust required
RE MOTE
Hourly Rate: $37.00 - $42.00

We are currently looking 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.

#M2
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Ref: #850-Rockville (ALTA IT)

System One, and its subsidiaries including Joul, ALTA IT Services, TeamPeople, 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.