[Remote] CCAS Application Developer ( Amazon Connect )

🌍 Remote, USA 🎯 Full-time 🕐 Posted Recently

Job Description

Note: The job is a remote job and is open to candidates in USA. Aptonet is seeking an early-career GenAI CCAS Application Developer to design, build, and enhance AI-powered applications for an AWS Contact Center as a Service (CCAS) platform. This role focuses on Amazon Connect development, conversational AI, backend AI orchestration, and secure cloud integrations to improve customer and agent experiences through intelligent automation.

Build, update, and maintain Amazon Connect contact flows, routing profiles, and queues for voice and chat channels
Integrate Amazon Lex V2 bots into Amazon Connect flows for call deflection, self-service transactions, and escalation
Enable and configure Contact Lens for real-time and post-contact analytics, including transcription, summarization, sentiment analysis, and redaction
Configure Amazon Q in Connect domains, knowledge sources, guided workflows, and step-by-step agent assist experiences
Implement S3-based call and chat transcript storage with encryption, lifecycle policies, and retention compliance
Develop AWS Lambda (Python) functions to orchestrate Amazon Bedrock LLM calls, embeddings workflows, and model invocation logging
Implement Amazon OpenSearch Service indexing, vector and keyword queries, and knowledge synchronization triggers
Build Retrieval-Augmented Generation (RAG) pipelines to enhance agent assist and self-service knowledge
Apply structured logging, unit and integration testing, robust error handling, and performance/cost safeguards
Implement AI guardrails, prompt templates, and output evaluation to ensure safety and accuracy
Enforce PII minimization and redaction policies within Amazon Connect conversation logs
Participate in threat modeling and support remediation of security findings related to contact center integrations
Support CloudFront + AWS WAF configurations for secure web chat entry points
Build APIs and event hooks to pass conversation context between web chat, Amazon Connect, and AI services
Contribute to Git-based CI/CD pipelines, code reviews, and technical documentation
Maintain runbooks, architecture diagrams, and SOPs for contact flows, bot integrations, and AI workflows
Create and monitor CloudWatch dashboards and alarms for metrics such as call deflection rate, average handle time (AHT), contact resolution, and AI usage

Bachelor's degree in Computer Science, Engineering, or a related field and 2–4 years of relevant experience, OR a Master's degree with less than 2 years of prior relevant experience
Python software development with hands-on experience building and troubleshooting AWS Lambda functions
Amazon Connect setup and configuration, including contact flows, routing profiles, queues, and channel integration (voice and chat)
Amazon Lex V2 bot integration with Amazon Connect
Conversational AI design fundamentals (slot elicitation, error recovery, safe fallback patterns)
Infrastructure as Code using AWS CloudFormation
Git-based CI/CD workflows
Foundational cloud security knowledge, including least-privilege IAM, encryption at rest (KMS), and secure logging/monitoring
Strong written and verbal communication skills, with the ability to document designs and explain technical decisions
End-to-end Amazon Connect deployments, including telephony setup, contact attributes, and queue performance optimization
Advanced Contact Lens configuration for compliance, sentiment analysis, and QA scoring
Experience with Amazon Q in Connect for agent assist workflows and knowledge retrieval
Hands-on experience with Amazon Bedrock (LLMs, embeddings, guardrails, and prompt engineering)
Knowledge of RAG architectures, vector search, and Amazon OpenSearch Service (VPC-only, KMS, k-NN/HNSW)
Experience with AWS WAF, CloudFront, and edge security patterns
Observability tools such as CloudWatch, X-Ray, Athena, and Glue
Understanding of privacy and compliance requirements, including PII redaction, data retention, FISMA, and FedRAMP concepts for contact centers

Aptonet delivers innovative IoT, operations research, mobility & web solutions along with staffing services with a focus on professionalism. It was founded in 2004, and is headquartered in Atlanta, Georgia, USA, with a workforce of 201-500 employees. Its website is https://www.aptonet.com.

Aptonet has a track record of offering H1B sponsorships, with 1 in 2025, 7 in 2024, 9 in 2023, 13 in 2022, 9 in 2021, 6 in 2020. Please note that this does not guarantee sponsorship for this specific role.

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