[Remote] CCAS Application Developer ( Amazon Connect )

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. Responsibilities • 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 Skills • 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 Company Overview • 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. Company H1B Sponsorship • 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. Apply Now Apply Now