The final salary or hourly wage, as applicable, paid to each candidate/applicant for this position is ultimately dependent on a variety of factors, including, but not limited to, the candidate’s/applicant’s qualifications, skills, and level of experience as well as the geographical location of the position.

Applicants must be legally authorized to work in the United States. Sponsorship not available.

Our client is seeking a Contact Center in Remote.

Job Responsibilities

• Operate and monitor the Just-in-Time access process for vendors to US telecom Operator network systems.
• Design and deploy AI-powered automation using AWS Lex and Genesys Cloud.
• Build and train conversational bots for tasks such as payments, balance inquiries, and loan servicing.
• Develop and maintain IVR flows and conversational AI using AWS Lambda, AWS CDK, and Lex Intents.
• Ensure seamless integration with enterprise systems and optimize performance and model accuracy.
Architecture & Development
• Write scalable, resilient code using TypeScript, Node.js, and Python.
• Lead the transition from legacy IVR systems to dynamic, natural language bots.
• Deliver a production-ready MVP within 60–90 days and provide ongoing enhancements.
Project Execution & Ownership
• Maintain and evolve the AI platform post-deployment, collaborating with internal and offshore teams.
• Own the technical roadmap for AI-driven contact center transformation.
Cross-Functional Collaboration
• Work closely with the VP of Digital Delivery and other senior stakeholders to align technical solutions with business goals.
• Collaborate with a small internal team of developers and external partners (e.g., EPAM) during the initial build phase.
Top Required Skills
• AWS Lex (Conversational AI)
• AWS CDK (Infrastructure as Code) – TypeScript / Node.js
• AWS Lambda – Serverless functions
• Python – For scripting and API integration
• Genesys Cloud – Contact center platform integration
• Strong understanding of conversational AI design and IVR architecture
Top Preferred Skills
• Experience with Amazon Connect or Zendesk integrations
• Familiarity with low-code/no-code platforms (for future flexibility)
• Ability to mentor and elevate internal development capabilities

Benefits/Other Compensation

This position is a contract/temporary role where Hays offers you the opportunity to enroll in full medical benefits, dental benefits, vision benefits, 401K and Life Insurance ($20,000 benefit).

Why Hays?

You will be working with a professional recruiter who has intimate knowledge of the industry and market trends. Your Hays recruiter will lead you through a thorough screening process in order to understand your skills, experience, needs, and drivers. You will also get support on resume writing, interview tips, and career planning, so when there’s a position you really want, you’re fully prepared to get it.

Nervous about an upcoming interview? Unsure how to write a new resume?

Visit the Hays Career Advice section to learn top tips to help you stand out from the crowd when job hunting.

Hays is committed to building a thriving culture of diversity that embraces people with different backgrounds, perspectives, and experiences. We believe that the more inclusive we are, the better we serve our candidates, clients, and employees. We are an equal employment opportunity employer, and we comply with all applicable laws prohibiting discrimination based on race, color, creed, sex (including pregnancy, sexual orientation, or gender identity), age, national origin or ancestry, physical or mental disability, veteran status, marital status, genetic information, HIV-positive status, as well as any other characteristic protected by federal, state, or local law. One of Hays’ guiding principles is ‘do the right thing’.
We also believe that actions speak louder than words.
In that regard, we train our staff on ensuring inclusivity throughout the entire recruitment process and counsel our clients on these principles. If you have any questions about Hays or any of our processes, please contact us.

In accordance with applicable federal, state, and local law protecting qualified individuals with known disabilities, Hays will attempt to reasonably accommodate those individuals unless doing so would create an undue hardship on the company. Any qualified applicant or consultant with a disability who requires an accommodation in order to perform the essential functions of the job should call or text 813.336.5570.

Drug testing may be required; please contact a recruiter for more information.

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