Amazon Connect and Agentic AI Specialist, Senior Principal Consultant

Role Description

TTEC Digital is seeking an Amazon Connect and Agentic AI Specialist to join our team. This is a remote role based in the US. As a key member of our delivery teams, the Amazon Connect and Agentic AI Specialist leads the design of AI-enabled capabilities in Amazon Connect contact center environments. This role works with business and technology stakeholders to define use cases, assess data and knowledge readiness, create practical AI solution architectures, and recommend a roadmap across capabilities such as:

• Authentication
• NLU and intent recognition
• FAQ and knowledge base experiences
• Agent assist
• Workspace automation
• Account inquiry
• AI-enabled self-service

The ideal candidate combines hands-on GenAI expertise with enough Amazon Connect context to design solutions that can be implemented by platform and engineering teams.

What you'll be doing:

• Lead AI discovery and use case design workshops with business and technology stakeholders.
• Define solution architectures that leverage Amazon Connect AI capabilities, LLMs, agentic AI patterns, knowledge sources, and integration points.
• Evaluate the current data landscape, knowledge sources, content quality, security constraints, and integration readiness.
• Develop an Agentic AI roadmap with clear recommendations on feasibility, implementation effort, business impact, responsible AI considerations, and dependencies.
• Design AI-enabled customer and colleague experiences.
• Partner with Amazon Connect platform specialists to ensure AI designs can be translated into contact flows and operational support models.
• Create design documentation that clearly distinguishes Amazon Connect platform responsibilities from AI model, knowledge management, orchestration, and governance responsibilities.
• Provide guidance on responsible AI, model behavior, safety considerations, prompt and response design, data handling, monitoring, and governance.

Qualifications

• Hands-on expertise with large language models, agentic AI patterns, prompt and response design, responsible AI frameworks, and practical AI solution architecture.
• Experience designing GenAI or agentic AI capabilities for contact center, customer service, employee assist, or knowledge management environments.
• Working knowledge of Amazon Connect capabilities, including contact flows, Agent Workspace, Contact Lens, reporting, Lex orchestration, and AI-enabled agent experiences.
• Experience evaluating knowledge sources and enterprise data readiness for RAG-enabled use cases.
• Ability to translate ambiguous business opportunities into structured AI use cases, feasibility assessments, roadmap recommendations, and implementation-ready design artifacts.
• Understanding of customer experience design concepts.
• Strong workshop facilitation skills with business stakeholders, technology teams, security, compliance, operations, and delivery leadership.
• Ability to partner with platform, integration, data, and engineering resources to move from AI concept to implementable solution design.

Requirements

• Prior financial services, healthcare, public sector, or regulated-industry contact center implementation experience.
• Experience with Amazon Q in Connect, Connect AI Agents, Amazon Lex, Amazon Bedrock, NLX, ACXD, or comparable AI/contact center platforms.
• Experience with AI governance, model evaluation, monitoring, auditability, traceability, and responsible AI controls.
• Experience with bilingual or multilingual journey design.
• Experience developing business cases, adoption roadmaps, or implementation plans for enterprise AI initiatives.

Benefits

• Medical, dental, vision
• Tax-advantaged health care accounts
• Financial and income protection benefits
• Paid time off (PTO) and wellness time off