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ALTA IT Services, LLC · 1 hour ago

GenAI Contact Center Engineer

United States

Contract

Remote

Mid, Senior Level

$37/hr - $42/hr

3+ years exp

ALTA IT Services, LLC is seeking an early career GenAI Contact Center Engineer to design, secure, and automate an AWS contact center platform. The role involves building contact center infrastructure, optimizing the agent and customer experience, and developing AI capabilities using various AWS services.

ConsultingInformation TechnologyStaffing Agency

Growth Opportunities

Responsibilities

Build contact center infrastructure – be responsible for deployment and successful operation of AWS Connect services, including agent onboarding/offboarding, routing and security profiles, single sign on integration with cloud-native services, and be the point of contact for prompt triage and resolution of network issues impacting connection quality, sound quality, and latency

Optimize agent and customer experience – continuously develop and improve upon the Contact Control Panel, use post-contact analytics with Contact Lens to drive changes to contact flows, manage quality metrics and KPIs, and integrate Lex V2 capabilities

Develop internal proficiency – using OpenSearch develop a model for self-service troubleshooting and internal knowledge development, monitor and manage costs across cloud infrastructures, manage disaster recovery capabilities, and develop operational dashboards with cloud native tools and services

Build and develop AI capabilities – write Python based Lambda functions supporting contact operations, integrate with AWS Bedrock and securely manage AI models and datasets

Qualification

Amazon ConnectPythonGenAIAWS LambdaCloud provisioningWebRTC troubleshootingSelf-managementEffective communication

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 and possess the necessary understanding to document designs, flows, governance, and operational procedures; effective collaboration with WFM and Quality teams to ensure Connect capabilities function as intended

Experience troubleshooting issues such as audio quality for WebRTC voice, and network diagnostics (DNS, TLS, TURN/STUN, proxy/NAT, CIDR, QoS, jitter/packet loss)

Experience and aptitude in programming (Lambda functions, AI development, cloud-based API, IAM policy, YAML code)

Ability to work in a dynamic environment, work with a variety of functional teams, effectively communicate with technical and non-technical users, and have the drive to self-govern and self-manage day to day priorities in order to achieve program goals