Amazon Connect Developer

The successful candidate will have fluency in AWS Connect design and development principles and will work with stakeholders to develop enterprise business solutions that leverage industry processes and best practices.

•    Design, develop, and implement AWS Connect processes, including new or modified applications, forms, workflows, policies, actions, access controls, interfaces, and any other configurations required to support client processes

•    Develop and enhance Call Center AI Agents

•    Provide recommendations for enhancing existing operations and for new updates or modifications

•    Support and enhance existing processes based on new requirements or upgrades

•    Facilitate requirements gathering; review and document requirements

•    Design and develop solutions within the ServiceNow environment

•    Perform all other duties as assigned or directed

•    Bachelor's degree in Computer Science, Mathematics, Engineering, or a related field

•    7 years of experience working with large enterprise frameworks

•    7 years of hands-on experience with the AWS Cloud platform

•    3 years of hands-on experience with Amazon Connect

•    3 years of development experience using Node.js, Python, or Java

•    3 years of experience designing call routing and messaging

•    2 years of experience in AI Agent development, including designing, building, and deploying conversational AI Agents

•    Excellent interpersonal and communication skills

•    Must be able to obtain and maintain a Public Trust clearance

•    Must be willing to work on-site in Woodlawn, MD five days a week

•    Master's degree with 10+ years of experience, Bachelor's degree with 12+ years of experience, or 18+ years of experience in lieu of a degree

•    Solid AWS Cloud and AWS Connect developer experience

•    Extensive experience and knowledge of IVR, Automatic Call Distribution (ACD), skill-based routing, and live chat

•    Experience tuning and optimizing AI Agent performance

•    Experience with generative AI Agent prompt engineering

•    Experience creating process flow documentation

•    Experience with Lambda, Lex conversational bots/NLP, Kinesis Streams, Glue, VPC, SNS, AppSync, EventBridge, Kinesis Firehose, DynamoDB Streams, Service Catalog, and Kinesis Data Analytics

•    Strong verbal and written communication skills

•    Adept at working independently as well as in a team environment

•    Demonstrated experience delivering technology solutions in a fast-paced, deadline-driven enterprise environment

•    Excellent understanding of change management, testing requirements, techniques, and tools to ensure high availability of systems

•    Prior federal government experience

•    Self-starter and highly motivated individual who adapts to a dynamic work environment

•    Strong attention to detail with the ability to operate effectively across multiple priorities