AI/ML Engineer (AWS/LLM)

TL;DR

AI/ML Engineer (AWS/LLM): Designing, building, and optimizing AI-powered capabilities within an Amazon Connect contact center environment with an accent on prompt engineering, RAG architectures, and model evaluation. Focus on implementing Bedrock Agents, ensuring FedRAMP/HIPAA compliance, and optimizing semantic retrieval for healthcare data.

Location: Remote (Must be based in the US to comply with FedRAMP High and HIPAA requirements)

Company

A specialized services company partnering with healthcare and government organizations to deliver AI, automation, and data transformation solutions.

What you will do

• Configure and optimize Amazon Bedrock Agents for virtual agent fulfillment, real-time coaching, and post-call quality analysis.
• Design and iteratively refine prompt templates, measuring performance against SLA accuracy targets (≥95% QA match).
• Build and maintain the AWS Bedrock Knowledge Base, including content ingestion pipelines and semantic retrieval optimization.
• Implement Bedrock Guardrails for PHI/PII redaction, hallucination detection, and content filtering.
• Evaluate new Amazon Nova model releases against production benchmarks for accuracy, latency, and cost efficiency.
• Collaborate with integration engineers to deliver Bedrock outputs to Salesforce and Verint via Lambda and Platform Events.

Requirements

• 3+ years of experience in applied AI/ML engineering building LLM-based applications (prompt engineering, RAG, agent frameworks).
• Direct experience with Amazon Bedrock, including Agent configuration and Knowledge Base setup.
• Proficiency in Python and/or Node.js for Lambda function development and AI pipeline integration.
• Experience with retrieval-augmented generation (RAG) patterns and vector store management.
• Strong understanding of healthcare data privacy (HIPAA) and federal compliance frameworks (FedRAMP, NIST).
• Bachelor’s degree in Computer Science, Data Science, AI/ML, or a related field.

Nice to have

• Experience with Amazon Connect, Contact Lens, and contact center AI workflows.
• Prior work in FedRAMP High or IL4/IL5 environments.
• AWS certifications: Machine Learning Specialty, Solutions Architect, or DevOps Professional.
• Domain knowledge in TRICARE, DHA, or healthcare insurance.
• Background in conversational AI design (IVR, chatbots, voice agents).

Culture & Benefits

• Entrepreneurial environment guided by 10 core principles, encouraging thinking differently and being fearless.
• Fast-paced work culture where no two days are the same.
• Commitment to equal opportunity and non-discrimination in all employment practices.
• Focus on innovation, transparency, and delivering measurable impact for consumers and taxpayers.