AI/ML Engineer
Core
Designing, building, and optimizing AI-powered capabilities within an Amazon Connect contact center environment running in AWS GovCloud (IL4) to deliver virtual agent fulfillment, real-time coaching, call summarization, and post-call quality analysis.
Role type
Senior IC AI/ML Engineer (LLM & Contact Center)
Builds
AI agents, prompt templates, knowledge bases, coaching rulesets, and QA scoring rubrics for healthcare contact centers
Domain
Healthcare/Life Sciences + Generative AI + Cloud Infrastructure
Deliverable
production ML models | product features
Required skills
LLM application development, prompt engineering, RAG architectures, Amazon Bedrock, Amazon Nova models, Python, Node.js, vector store management, semantic search optimization, AWS serverless services, healthcare data privacy compliance
Preferred skills
Amazon Connect, Contact Lens, FedRAMP High/IL4 environments, Salesforce integration, AWS certifications, TRICARE/DHA domain knowledge, conversational AI design
Technologies
Amazon Bedrock, Amazon Nova, Amazon Connect, AWS Lambda, AWS Kinesis, AWS S3, AWS CloudWatch, AWS IAM, Salesforce, Verint, QuickSight
Responsibilities
Configure and optimize Amazon Bedrock Agents for virtual agent fulfillment, real-time coaching, call summarization, and post-call quality analysis; Design, version-control, and iteratively refine prompt templates for each AI capability; Build and maintain the AWS Bedrock Knowledge Base, including content ingestion pipelines synced from Salesforce; Develop coaching rulesets that map required disclosures, HIPAA-sensitive language patterns, and DHA-mandated scripts to specific call types; Implement QA scoring rubrics for the post-call analysis platform; Configure Bedrock Guardrails for PHI/PII redaction, hallucination detection, prompt-injection protection, and content filtering; Evaluate new Amazon Nova model releases against production benchmarks; Monitor model performance using CloudWatch metrics and QuickSight dashboards; Ensure all AI inference and logging complies with FedRAMP High, DFARS 252.204-7012, HIPAA, and NIST AI RMF requirements
Seniority
Senior, hands-on IC