Remote Chat Support Assistant Jobs in Washington

Job Title: GEN AI CCAS Application Developer Location: Washington, DC Type: Contract To Hire Compensation: $56.23 - $62.00 per hour Work Model: Remote (Quarterly Travel to Gaithersburg, MD) Hours: 40.0 Security Clearance: Ability to obtain a Public Trust Clearance

Overview

This is a cloud application development role focused on building and enhancing AI-powered contact center solutions using Amazon Connect, Amazon Lex, Amazon Bedrock, and AWS serverless technologies. The developer will create intelligent customer service experiences by integrating conversational AI, agent assist tools, analytics, and Retrieval-Augmented Generation (RAG) capabilities.

Responsibilities

• Build, update, and maintain Amazon Connect contact flows, routing profiles, and queues to support both voice and chat channels.
• Integrate 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, 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.
• Write AWS Lambda (Python) functions to orchestrate Bedrock LLM calls, embeddings workflows, and model invocation logging.
• Implement OpenSearch indexing, vector/keyword queries, and knowledge synchronization triggers.
• Build retrieval-augmented generation (RAG) pipelines to enhance Amazon Connect agent assist and self-service knowledge.
• Apply structured logging, unit/integration tests, error handling, and performance/cost safeguards.
• Implement AI guardrails, prompt templates, and output evaluation for safety and accuracy.
• Enforce PII minimization and redaction policies in Amazon Connect conversation logs.
• Participate in threat modeling and support remediation of findings for contact center integrations.
• Support CloudFront + 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, document workflows, and maintain runbooks, architecture diagrams, and SOPs.
• Create and monitor CloudWatch dashboards/alarms for call deflection rate, AHT, contact resolution, and AI usage 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 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.

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 and 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.

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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