GenAI Cloud Engineer

Leidos Holdings Inc.-posted about 1 month ago
Full-time • Entry Level
Gaithersburg, MD
11-50 employees
Professional, Scientific, and Technical Services
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The Civil Group at Leidos has an opening for an early career GenAI Cloud Engineer to help design, secure, and automate an AWS contact center platform that uses Amazon Connect, Lex V2, Amazon Q in Connect, Contact Lens, Bedrock, OpenSearch, and Lambda (Python). This is a cloud infrastructure/security engineering role, and you will write and maintain Python code and Infrastructure as Code (IaC) to build secure, compliant foundations; integrate AI services; and help improve customer experience through robust automation and guardrails. You will work with senior engineers to implement a security first architecture that deflects customer contacts with voice/chat bots and provides agents real time AI assistance. This is an exciting opportunity to grow your software skills while gaining hands on experience with cloud networking, encryption, identity, observability, and GenAI safety controls in a mission environment.

  • 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.
  • 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.
  • 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.
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