Amazon Connect and Agentic AI Specialist, Senior Principal Consultant

At TTEC Digital, we coach clients to ensure their employees feel valued, and fully supported, because an amazing customer experience is an employee first process. Our vision is the same, a place where employees know they can thrive.

What you'll be doing:: Lead AI discovery and use case design workshops with business and technology stakeholders across authentication, NLU and intent recognition, FAQ and knowledge base, agent assist, workspace automation, account inquiry, and self-service capabilities.

Define solution architectures that leverage Amazon Connect AI capabilities, LLMs, agentic AI patterns, knowledge sources, and integration points needed for customer-facing and agent-facing experiences.

Evaluate the current data landscape, knowledge sources, content quality, security constraints, and integration readiness for retrieval-augmented generation and agentic AI use cases.

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, including intent handling, confidence thresholds, escalation logic, agent-assist workflows, summarization, knowledge suggestions, and human-in-the-loop patterns.

Partner with Amazon Connect platform specialists to ensure AI designs can be translated into contact flows, Lex orchestration, Agent Workspace, Contact Lens, Amazon Q in Connect, reporting, 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 for AI-enabled contact center solutions.

Skills and experience you will bring:: 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, including content quality, access controls, freshness, and governance considerations.

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 such as self-service containment, authentication tolerance, escalation paths, fallback handling, and agent handoff.

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.

Preferred experience:: 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.

This position is eligible to participate in an annual incentive program. Actual compensation offered to a candidate may vary based upon geographic location, work experience, education and/or skill levels.     Benefits available to eligible employees include the following: 

• Medical, dental, vision
• tax-advantaged health care accounts
• financial and income protection benefits
• paid time off (PTO) and wellness time off.   This job posting will remain open until we have identified an adequate applicant pool. Applicants are strongly encouraged to apply early.     About Us TTEC Digital and our 1,800+ employees, pioneer engagement and growth solutions that fuel the exceptional customer experience (CX). Our sister company, TTEC Engage, is a 60,000+ employee service company, with customer service representatives located around the world. TTEC Holdings Inc. is the parent company for both Digital and Engage. When clients have a holistic need, they can draw from these independently managed centers of excellence, TTEC Digital and TTEC Engage.   We are also delighted to share that TTEC has been awarded the Great Place To Work 2024-2025 certification based on outstanding employee experience across 14 countries.   TTEC is a proud equal opportunity employer where all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability. TTEC has fully embraced and is committed to expanding our diverse and inclusive workforce. We strive to reflect the communities we serve while delivering amazing service and technology centered around humanity.   Rarely do applicants meet all desired job qualifications, so if you feel you would succeed in the role above, please take a moment and share your qualifications.   #LI-Remote