Leidos · 2 months ago
GenAI Cloud Engineer
Gaithersburg, MD
Full-time
Onsite
Mid Level
$68K/yr - $122K/yr
3+ years expLeidos is a leading technology company, and they are seeking an early career GenAI Cloud Engineer to help design, secure, and automate an AWS contact center platform. The role involves writing and maintaining Python code, implementing security architectures, and integrating AI services to enhance customer experience through automation.
ComputerGovernmentInformation ServicesInformation TechnologyNational SecuritySoftware
No H1B
U.S. Citizen Only
Responsibilities
Own agent onboarding/offboarding, security profiles, routing profiles, queues, quick connects, hours of operation, phone numbers, concurrency settings, and contact attributes
Maintain and optimize the Contact Control Panel (CCP) and agent experience across voice and chat channels; manage customizations and configuration drift
Configure and tune Contact Lens for real-time and post-contact analytics, categories, rules, redaction, and coaching workflows; set up alerting for key behaviors and compliance triggers
Design, modify, and test voice/chat contact flows with Lex V2 integration, dynamic prompts, data dips, and safe fallbacks to agents
Implement deflection strategies and streamline call paths for reduced AHT and improved CSAT, with change control, automated tests/linting where applicable, and rollback plans
Stand up and optimize Amazon Q in Connect: domain configuration, knowledge sources, encryption, eligibility/compliance checks, and guided workflows
Build Bedrock-based orchestration in Lambda (Python) for RAG and agent/self-service experiences; implement prompt templates, guardrails, human-in-the-loop controls, model invocation logging, and versioned prompt/knowledge source governance
Integrate OpenSearch (including vector indices) for fast, secure retrieval of knowledge and historical artifacts; manage ingestion pipelines and lifecycle policies
Establish evaluation harnesses, quality metrics, and red-teaming for AI features; document model risk management considerations
Diagnose and resolve issues across WebRTC paths, networks, and carriers; analyze jitter, packet loss, DNS/TLS, TURN/STUN behavior, proxy/NAT exceptions, UDP/TCP fallbacks, and firewall/domain allow lists; provide QoS guidance and account for headset/VDI considerations
Implement distributed tracing (AWS X-Ray for Lambda), synthetic canaries for CCP/chat flows, Contact Lens real-time alerting, and structured runbooks/SOPs; participate in incident response and on-call rotations using tooling such as PagerDuty/Opsgenie
Establish resiliency and DR practices: multi-region/multi-carrier strategies, RTO/RPO expectations, failover playbooks for regional/carrier incidents, number portability and route plans, and periodic failover exercises
Implement cost allocation/tagging, budgets/alerts, and usage monitoring; optimize Connect, Contact Lens, Q in Connect, and Bedrock costs with configuration tuning, caching/retrieval strategies for RAG, and efficient data retention/archival
Build and automate secure AWS foundations using Infrastructure-as-Code and Git-based CI/CD
Configure secure, compliant data flows across S3, CloudWatch/CloudTrail, EventBridge, Lambda, Kinesis, and OpenSearch; enforce guardrails, resource tagging, budgets/alerts, and cost controls
Implement secrets management with AWS Secrets Manager and SSM Parameter Store; manage KMS keys, encryption at rest/in-transit, and fine-grained IAM roles/permissions
Define and implement data lifecycle and retention policies for recordings, transcripts, and analytics; configure PII/PHI handling patterns
Maintain multi-account standards and least-privilege access; support multi-region eligibility and compliance considerations for Connect, Lex, Contact Lens, Q in Connect, and Bedrock
Qualification
Required
Bachelor's degree in Computer Science, Engineering, or related field and 3+ years of relevant experience; or 7+ years of relevant experience in lieu of degree
2+ years hands-on experience designing, configuring, and operating Amazon Connect contact centers, including: Contact flows, routing profiles, queues, hours of operation, quick connects, agent/security profiles, and phone number management
Practical change control in a production environment
2+ years building serverless solutions on AWS (Lambda in Python preferred) integrated with Connect, EventBridge, S3, and APIs; experience with AWS X-Ray and CloudWatch for observability
Proficiency with JavaScript/TypeScript for Amazon Connect Streams API, custom CCP configuration, and CRM/CTI integrations; ability to debug web issues (console/network, CORS, CSP)
Solid AWS foundations: IAM, VPC networking (subnets, security groups, routing), KMS, S3, CloudWatch/CloudTrail, Kinesis
Secrets management experience using AWS Secrets Manager and SSM Parameter Store
Experience troubleshooting issues such as audio quality for WebRTC voice, and network diagnostics (DNS, TLS, TURN/STUN, proxy/NAT, CIDR, QoS, jitter/packet loss)
Practical security/compliance execution: encryption at rest/in-transit, data lifecycle/retention, PII/PHI handling
Cost governance basics: resource tagging, budgets/alerts, cost monitoring, and awareness of pricing levers for Connect, Contact Lens, Q in Connect, and Bedrock, including caching/retrieval strategies for RAG
Strong communication skills and the ability to document designs, flows, governance, and operational procedures; effective collaboration with WFM and Quality teams to ensure Connect capabilities function as intended
Ability to obtain a Public Trust clearance
Preferred
Experience with Amazon Connect advanced features: Contact Lens, Amazon Q in Connect, and Lex V2 for IVR/chatbots; Contact Event Streams usage for near-real-time analytics
Experience with Amazon Connect global resiliency design and operations: multi-region/multi-carrier telephony, failover playbooks, RTO/RPO planning, number portability, and quota management
Experience with Amazon Bedrock including prompt engineering, guardrails, and model selection; hands-on RAG implementation and evaluation frameworks
OpenSearch experience for knowledge search: vector/keyword indices, analyzers/synonyms, ingestion pipelines, lifecycle policies; OpenSearch Dashboards
Experience with web edge security and performance: CloudFront, AWS WAF, bot control/rate limiting
Identity and access management experience: IAM Identity Center (SSO/SAML), role-based access for agents/admins/analysts
Observability/analytics experience: CloudWatch metrics/dashboards, Athena/Glue, Kinesis, QuickSight
Public sector compliance familiarity (FISMA/FedRAMP concepts) as applied to contact centers and AI
Certifications: AWS Solutions Architect (Associate/Professional), AWS Security Specialty, AWS DevOps Engineer, AWS Data/AI specialty certifications
Company
Leidos
Leidos is a Fortune 500® innovation company rapidly addressing the world’s most vexing challenges in national security and health.
10001+ employees
Funding
Current Stage
Public CompanyTotal Funding
unknown2025-02-20Post Ipo Debt
2013-09-17IPO
Leadership Team
James Carlini
Chief Technology Officer
Theodore Tanner
Chief Technology Officer
Recent News
MarketScreener
2025-12-16
2025-12-16
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