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Amazon Connect and Agentic AI Specialist, Senior Principal Consultant

1 month ago
United States
Full-time
Senior
AI (Artificial Intelligence)
Artificial Intelligence and Machine Learning
LLM
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TTEC Digital

TTEC Digital

TTEC Digital is a global leader in customer service solutions, offering contact center software, customer service technology, and tailored solutions for businesses. With a focus on combining humanity and technology, TTEC Digital pioneers exceptional cu...

Professional Services
1K-5K
Founded 1982
View All Jobs 42

Description

  • Lead AI discovery and use case design workshops with business and technology stakeholders.
  • Define solution architectures using Amazon Connect AI capabilities, LLMs, agentic AI patterns, knowledge sources, and integrations.
  • Evaluate data, knowledge sources, content quality, security constraints, and integration readiness for RAG and agentic AI use cases.
  • Develop an Agentic AI roadmap with recommendations on feasibility, implementation effort, business impact, responsible AI, and dependencies.
  • Design AI-enabled customer and colleague experiences, including intent handling, escalation logic, agent assist, summarization, and self-service.
  • Partner with Amazon Connect platform specialists to translate AI designs into contact flows, Lex orchestration, Agent Workspace, Contact Lens, and Amazon Q in Connect.
  • Create design documentation that separates platform, AI model, knowledge management, orchestration, and governance responsibilities.
  • Provide guidance on responsible AI, model behavior, safety, prompt design, data handling, monitoring, and governance.
  • Collaborate with platform, integration, data, and engineering teams to move concepts into implementable solution designs.

Requirements

  • Hands-on expertise with large language models, agentic AI patterns, prompt and response design, responsible AI frameworks, and 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 use cases, including content quality, access controls, freshness, and governance.
  • Ability to translate ambiguous business opportunities into structured AI use cases, feasibility assessments, roadmap recommendations, and design artifacts.
  • Understanding of CX design concepts such as self-service containment, authentication tolerance, escalation paths, fallback handling, and agent handoff.
  • Strong workshop facilitation skills with business, technology, security, compliance, operations, and delivery stakeholders.
  • Ability to partner with platform, integration, data, and engineering resources to move from AI concept to implementable solution design.
  • Prior financial services, healthcare, public sector, or other regulated-industry contact center implementation experience (preferred).
  • Experience with Amazon Q in Connect, Connect AI Agents, Amazon Lex, Amazon Bedrock, NLX, ACXD, or comparable AI/contact center platforms (preferred).
  • Experience with AI governance, model evaluation, monitoring, auditability, traceability, and responsible AI controls (preferred).
  • Experience with bilingual or multilingual journey design (preferred).
  • Experience developing business cases, adoption roadmaps, or implementation plans for enterprise AI initiatives (preferred).

Benefits

  • Annual incentive program eligibility.
  • Medical, dental, and vision coverage.
  • Tax-advantaged health care accounts.
  • Financial and income protection benefits.
  • Paid time off (PTO) and wellness time off.
  • Remote US-based role.

Interested in this position?

Apply directly on the company website

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