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Amazon Connect CX and Platform Specialist, Senior Consultant

1 month ago
United States
Full-time
Senior
Customer Success
Software Development
Agile CRM
Apply Now
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

  • Design and configure Amazon Connect contact flows, including IVR, authentication, error handling, transfers, routing, and escalation paths.
  • Build natural language IVR and AI-integrated customer journeys using Amazon Lex and NLU-based intent routing.
  • Implement omnichannel experiences across voice and chat with seamless handoff to live agents.
  • Configure and optimize Amazon Connect Agent Workspace features, including screen pops, Amazon Q in Connect, knowledge suggestions, and agent-assist context.
  • Configure Contact Lens capabilities such as transcription, sentiment analysis, compliance detection, auto-summarization, and after-call work automation.
  • Support CCaaS operations design, including queue management, routing profiles, supervisor tooling, and performance reporting.
  • Integrate Amazon Connect with external systems such as SaaS APIs, CRM screen pops, analytics platforms, and data lake patterns.
  • Partner with conversational designers, GenAI specialists, business stakeholders, and engineering teams to align platform builds and reporting with solution design.

Requirements

  • Hands-on Amazon Connect experience, including Contact Flows, Agent Workspace, Contact Lens, reporting, queue configuration, routing, and supervisor capabilities.
  • Experience building self-service IVR flows and AI-integrated customer journeys in Amazon Connect.
  • Experience with Amazon Lex or similar NLU/intent-routing patterns in a contact center environment.
  • Experience integrating Amazon Connect with external systems, including CRM screen pops, SaaS APIs, and analytics platforms.
  • Understanding of CCaaS concepts such as queue management, routing strategy, agent metrics, supervisor workflows, escalation paths, and reporting.
  • Ability to translate incomplete or high-level business requirements into practical Amazon Connect designs and implementation tasks.
  • Functional understanding of agile delivery methods and experience collaborating with project managers, business analysts, developers, architects, and client stakeholders.
  • Comfort working where traditional CCaaS capabilities intersect with AI-driven customer and agent experiences.
  • Preferred: Experience with Connect AI Agents, Amazon Q in Connect, NLX, ACXD, or other AI-enabled contact center capabilities.
  • Preferred: Experience in financial services, healthcare, public sector, or another regulated industry.
  • Preferred: Experience with bilingual or multilingual journey design.
  • Preferred: Experience with data lake configuration, contact center analytics, or external reporting integrations.
  • Preferred: Experience supporting production readiness, operational handoff, and post-launch optimization for Amazon Connect implementations.

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 role based in the US.

Interested in this position?

Apply directly on the company website

Apply Now

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