• Genai CCAS Application Developer

    Insight Global (Gaithersburg, MD)


    Job Description

    We are looking for an early career GenAI Application Developer to build and enhance AI-powered applications for an AWS Contact Center As a Service (CCAS) platform that uses Amazon Connect, Lex V2, Amazon Q in Connect, Contact Lens, Bedrock, OpenSearch, and Lambda (Python). This is a software development role focused on conversation flow design, Amazon Connect integrations, AI service orchestration, generative AI safety, and the creation of supporting APIs and data pipelines to improve customer experience through intelligent automation.

     

    You will work with senior developers, UI/UX designers, and cloud engineers to implement features that deflect customer contacts with voice/chat bots, optimize routing and flows, provide agents with real-time AI assistance, and ensure privacy/compliance controls. This is an exciting opportunity to grow your development skills while delivering secure, reliable, and innovative solutions in a mission environment.

     

    We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to [email protected] learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

     

    Skills and Requirements

    Basic Qualifications

    • 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 with Python, including building and troubleshooting AWS Lambda functions.

    • Hands-on experience with Amazon Connect setup and configuration, including contact flows, routing profiles, queues, and channel integration (voice, chat).

    • Experience integrating Lex V2 bots with Amazon Connect flows.

    • Familiarity with conversational AI design, including slot elicitation, error recovery, and safe fallback patterns.

    • Infrastructure as Code experience (CloudFormation) and Git-based CI/CD workflows.

    • Foundational security knowledge: least privilege IAM, encryption at rest (KMS), and secure logging/monitoring.

    • Strong written and verbal communication; able to document designs and explain technical choices to teammates.

    •ability to obtain a Public Trust clearance. Preferred Qualifications

    • Practical exposure to full Amazon Connect deployments, including telephony setup, contact attributes, and queue performance optimization.

    • Experience enabling and tuning Contact Lens for compliance, sentiment analysis, and post-contact QA scoring.

    • Experience with Amazon Q in Connect for agent assist workflows and knowledge retrieval.

    • Experience with Amazon Bedrock (LLM and embeddings) and guardrails; calling LLM APIs and prompt engineering.

    • Knowledge of Retrieval Augmented Generation (RAG) and vector search; AWS OpenSearch Service configuration (VPC only, KMS) and k-NN/HNSW indices.

    • Familiarity with KMS key policies, grants, and cross-account access; S3 data protection (BPA, lifecycle, access points).

    • Experience with AWS WAF, CloudFront, and edge security patterns.

    • Observability and analytics skills: CloudWatch dashboards/alarms, X-Ray, Athena/Glue.

    • Understanding of privacy/compliance considerations (PII redaction, data retention), and familiarity with FISMA and FedRAMP concepts as applied to contact centers.

    • Certifications (any of): AWS Developer Associate, AWS Solutions Architect Associate/Professional, AWS AI Specialty, AWS DevOps Engineer, CISSP/CCSP.