AWS Certified AI Practitioner (Remote)

Koniag Services Inc., a Koniag Government Services company, is seeking an innovative and technically skilled AWS Certified AI Practitioner to support the design, implementation, and optimization of artificial intelligence (AI) and machine learning (ML) solutions built on the Amazon Web Services (AWS) platform for our IT Call Center serving government clients. The ideal candidate is a forward-thinking and analytically minded professional with demonstrated experience leveraging AWS AI and ML services to develop intelligent automation, predictive analytics, and natural language processing solutions that enhance the efficiency, performance, and customer experience of IT Call Center operations. They bring strong technical acumen, a passion for emerging AI technologies, and the ability to work independently and collaboratively in a fully remote environment to deliver AI-powered solutions that drive measurable operational improvements. Ability to obtain a government security clearance may be required to support Koniag Services Inc. and our government customers. This position is Remote.

We offer competitive compensation and an extraordinary benefits package including health, dental and vision insurance, 401K with company matching, flexible spending accounts, paid holidays, three weeks paid time off, and more.

Position Description:
The AWS Certified AI Practitioner will be responsible for the design, implementation, optimization, and ongoing support of AWS AI and ML solutions supporting IT Call Center operations. This individual will work closely with program leadership, the AWS Solutions Architect, the AWS Connect Administrator, data analysts, and government stakeholders to identify opportunities to leverage AI and ML capabilities to enhance call center automation, operational intelligence, and service delivery outcomes. Principal responsibilities will include but are not limited to:

• Identify, evaluate, and implement AWS AI and ML service solutions that enhance IT Call Center operations, including intelligent automation, natural language processing, predictive analytics, sentiment analysis, and conversational AI capabilities.
• Design, develop, and maintain AWS AI and ML solutions leveraging core AWS AI services including Amazon Lex, Amazon Polly, Amazon Comprehend, Amazon Rekognition, Amazon Transcribe, Amazon SageMaker, Amazon Bedrock, and related AWS AI and ML platform services.
• Collaborate with the AWS Connect Administrator to design, implement, and optimize AI-powered contact center capabilities within the AWS Connect platform, including Amazon Lex-powered IVR and chatbot solutions, Amazon Transcribe Call Analytics for real-time and post-call analysis, and Amazon Connect Wisdom for AI-driven agent assistance.
• Partner with data analysts and program leadership to develop and implement predictive analytics and machine learning models that leverage call center operational data to forecast call volumes, predict SLA risks, identify performance trends, and support data-driven operational decision making.
• Design and implement natural language processing (NLP) and sentiment analysis solutions using Amazon Comprehend and related AWS AI services to analyze customer interactions, identify satisfaction trends, and surface actionable insights for call center quality assurance and continuous improvement programs.
• Develop and maintain AI-powered automation solutions that streamline call center workflows, reduce manual processing requirements, and enhance agent productivity, leveraging AWS Lambda, Amazon EventBridge, AWS Step Functions, and related AWS serverless and automation services.
• Support the development and implementation of Amazon SageMaker-based machine learning pipelines for training, testing, deploying, and monitoring custom ML models that address specific IT Call Center operational challenges and performance improvement opportunities.
• Collaborate with the AWS Solutions Architect to ensure all AI and ML solution designs are architected in alignment with program-wide AWS cloud architecture standards, security requirements, and FedRAMP compliance obligations.
• Conduct regular assessments of deployed AI and ML solutions, monitoring model performance, accuracy, and operational impact, and implementing updates, retraining, and optimization activities to maintain solution effectiveness over time.
• Develop and maintain comprehensive technical documentation for all AI and ML solutions including solution design documents, architecture diagrams, model documentation, data flow diagrams, and operational runbooks.
• Stay current on AWS AI and ML platform updates, new service releases, emerging AI technologies, and industry best practices, proactively identifying opportunities to leverage new AWS AI capabilities to enhance IT Call Center performance and customer experience.
• Provide technical guidance a