[Remote] CCAS Application Developer ( Amazon Connect )
Note: The job is a remote job and is open to candidates in USA. Aptonet is seeking an early-career GenAI CCAS Application Developer to design, build, and enhance AI-powered applications for an AWS Contact Center as a Service (CCAS) platform. This role focuses on Amazon Connect development, conversational AI, backend AI orchestration, and secure cloud integrations to improve customer and agent experiences through intelligent automation.
Responsibilities
ā¢ Build, update, and maintain Amazon Connect contact flows, routing profiles, and queues for voice and chat channels
ā¢ Integrate Amazon Lex V2 bots into Amazon Connect flows for call deflection, self-service transactions, and escalation
ā¢ Enable and configure Contact Lens for real-time and post-contact analytics, including transcription, summarization, sentiment analysis, and redaction
ā¢ Configure Amazon Q in Connect domains, knowledge sources, guided workflows, and step-by-step agent assist experiences
ā¢ Implement S3-based call and chat transcript storage with encryption, lifecycle policies, and retention compliance
ā¢ Develop AWS Lambda (Python) functions to orchestrate Amazon Bedrock LLM calls, embeddings workflows, and model invocation logging
ā¢ Implement Amazon OpenSearch Service indexing, vector and keyword queries, and knowledge synchronization triggers
ā¢ Build Retrieval-Augmented Generation (RAG) pipelines to enhance agent assist and self-service knowledge
ā¢ Apply structured logging, unit and integration testing, robust error handling, and performance/cost safeguards
ā¢ Implement AI guardrails, prompt templates, and output evaluation to ensure safety and accuracy
ā¢ Enforce PII minimization and redaction policies within Amazon Connect conversation logs
ā¢ Participate in threat modeling and support remediation of security findings related to contact center integrations
ā¢ Support CloudFront + AWS WAF configurations for secure web chat entry points
ā¢ Build APIs and event hooks to pass conversation context between web chat, Amazon Connect, and AI services
ā¢ Contribute to Git-based CI/CD pipelines, code reviews, and technical documentation
ā¢ Maintain runbooks, architecture diagrams, and SOPs for contact flows, bot integrations, and AI workflows
ā¢ Create and monitor CloudWatch dashboards and alarms for metrics such as call deflection rate, average handle time (AHT), contact resolution, and AI usage
Skills
ā¢ Bachelor's degree in Computer Science, Engineering, or a related field and 2ā4 years of relevant experience, OR a Master's degree with less than 2 years of prior relevant experience
ā¢ Python software development with hands-on experience building and troubleshooting AWS Lambda functions
ā¢ Amazon Connect setup and configuration, including contact flows, routing profiles, queues, and channel integration (voice and chat)
ā¢ Amazon Lex V2 bot integration with Amazon Connect
ā¢ Conversational AI design fundamentals (slot elicitation, error recovery, safe fallback patterns)
ā¢ Infrastructure as Code using AWS CloudFormation
ā¢ Git-based CI/CD workflows
ā¢ Foundational cloud security knowledge, including least-privilege IAM, encryption at rest (KMS), and secure logging/monitoring
ā¢ Strong written and verbal communication skills, with the ability to document designs and explain technical decisions
ā¢ End-to-end Amazon Connect deployments, including telephony setup, contact attributes, and queue performance optimization
ā¢ Advanced Contact Lens configuration for compliance, sentiment analysis, and QA scoring
ā¢ Experience with Amazon Q in Connect for agent assist workflows and knowledge retrieval
ā¢ Hands-on experience with Amazon Bedrock (LLMs, embeddings, guardrails, and prompt engineering)
ā¢ Knowledge of RAG architectures, vector search, and Amazon OpenSearch Service (VPC-only, KMS, k-NN/HNSW)
ā¢ Experience with AWS WAF, CloudFront, and edge security patterns
ā¢ Observability tools such as CloudWatch, X-Ray, Athena, and Glue
ā¢ Understanding of privacy and compliance requirements, including PII redaction, data retention, FISMA, and FedRAMP concepts for contact centers
Company Overview
ā¢ Aptonet delivers innovative IoT, operations research, mobility & web solutions along with staffing services with a focus on professionalism. It was founded in 2004, and is headquartered in Atlanta, Georgia, USA, with a workforce of 201-500 employees. Its website is https://www.aptonet.com.
Company H1B Sponsorship
ā¢ Aptonet has a track record of offering H1B sponsorships, with 1 in 2025, 7 in 2024, 9 in 2023, 13 in 2022, 9 in 2021, 6 in 2020. Please note that this does not guarantee sponsorship for this specific role.
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Responsibilities
ā¢ Build, update, and maintain Amazon Connect contact flows, routing profiles, and queues for voice and chat channels
ā¢ Integrate Amazon Lex V2 bots into Amazon Connect flows for call deflection, self-service transactions, and escalation
ā¢ Enable and configure Contact Lens for real-time and post-contact analytics, including transcription, summarization, sentiment analysis, and redaction
ā¢ Configure Amazon Q in Connect domains, knowledge sources, guided workflows, and step-by-step agent assist experiences
ā¢ Implement S3-based call and chat transcript storage with encryption, lifecycle policies, and retention compliance
ā¢ Develop AWS Lambda (Python) functions to orchestrate Amazon Bedrock LLM calls, embeddings workflows, and model invocation logging
ā¢ Implement Amazon OpenSearch Service indexing, vector and keyword queries, and knowledge synchronization triggers
ā¢ Build Retrieval-Augmented Generation (RAG) pipelines to enhance agent assist and self-service knowledge
ā¢ Apply structured logging, unit and integration testing, robust error handling, and performance/cost safeguards
ā¢ Implement AI guardrails, prompt templates, and output evaluation to ensure safety and accuracy
ā¢ Enforce PII minimization and redaction policies within Amazon Connect conversation logs
ā¢ Participate in threat modeling and support remediation of security findings related to contact center integrations
ā¢ Support CloudFront + AWS WAF configurations for secure web chat entry points
ā¢ Build APIs and event hooks to pass conversation context between web chat, Amazon Connect, and AI services
ā¢ Contribute to Git-based CI/CD pipelines, code reviews, and technical documentation
ā¢ Maintain runbooks, architecture diagrams, and SOPs for contact flows, bot integrations, and AI workflows
ā¢ Create and monitor CloudWatch dashboards and alarms for metrics such as call deflection rate, average handle time (AHT), contact resolution, and AI usage
Skills
ā¢ Bachelor's degree in Computer Science, Engineering, or a related field and 2ā4 years of relevant experience, OR a Master's degree with less than 2 years of prior relevant experience
ā¢ Python software development with hands-on experience building and troubleshooting AWS Lambda functions
ā¢ Amazon Connect setup and configuration, including contact flows, routing profiles, queues, and channel integration (voice and chat)
ā¢ Amazon Lex V2 bot integration with Amazon Connect
ā¢ Conversational AI design fundamentals (slot elicitation, error recovery, safe fallback patterns)
ā¢ Infrastructure as Code using AWS CloudFormation
ā¢ Git-based CI/CD workflows
ā¢ Foundational cloud security knowledge, including least-privilege IAM, encryption at rest (KMS), and secure logging/monitoring
ā¢ Strong written and verbal communication skills, with the ability to document designs and explain technical decisions
ā¢ End-to-end Amazon Connect deployments, including telephony setup, contact attributes, and queue performance optimization
ā¢ Advanced Contact Lens configuration for compliance, sentiment analysis, and QA scoring
ā¢ Experience with Amazon Q in Connect for agent assist workflows and knowledge retrieval
ā¢ Hands-on experience with Amazon Bedrock (LLMs, embeddings, guardrails, and prompt engineering)
ā¢ Knowledge of RAG architectures, vector search, and Amazon OpenSearch Service (VPC-only, KMS, k-NN/HNSW)
ā¢ Experience with AWS WAF, CloudFront, and edge security patterns
ā¢ Observability tools such as CloudWatch, X-Ray, Athena, and Glue
ā¢ Understanding of privacy and compliance requirements, including PII redaction, data retention, FISMA, and FedRAMP concepts for contact centers
Company Overview
ā¢ Aptonet delivers innovative IoT, operations research, mobility & web solutions along with staffing services with a focus on professionalism. It was founded in 2004, and is headquartered in Atlanta, Georgia, USA, with a workforce of 201-500 employees. Its website is https://www.aptonet.com.
Company H1B Sponsorship
ā¢ Aptonet has a track record of offering H1B sponsorships, with 1 in 2025, 7 in 2024, 9 in 2023, 13 in 2022, 9 in 2021, 6 in 2020. Please note that this does not guarantee sponsorship for this specific role.
Apply Now
Apply Now