Amazon Connect CX and Platform Specialist, Senior 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:: Design and configure Amazon Connect contact flows, including self-service IVR, authentication branches, error and retry handling, DTMF fallback paths, transfers, routing logic, and escalation patterns.

Build natural language IVR and AI-integrated contact flow experiences using NLU-based intent routing, confidence-driven escalation, and Amazon Lex orchestration within Amazon Connect.

Implement omnichannel customer experiences across voice and chat, including channel-specific response design and seamless handoff to live agents.

Configure and optimize Amazon Connect Agent Workspace capabilities, including screen pops, Amazon Q in Connect, real-time knowledge suggestions, and agent-assist context passed from customer interactions.

Configure Contact Lens capabilities such as transcription, sentiment analysis, compliance keyword detection, auto-summarization, and after-call work automation where appropriate for the client solution.

Support operational CCaaS design and implementation, including queue management, routing profiles, supervisor tooling, real-time reports, historical reporting, and agent or queue performance metrics.

Integrate Amazon Connect with external systems using SaaS APIs, CRM screen pops, analytics platforms, and data lake patterns needed to support reporting and operational visibility.

Partner with conversational designers, GenAI specialists, business stakeholders, and engineering teams to ensure platform build, customer journeys, AI integrations, and operational reporting align to the solution design.

Skills and experience you bring:: 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 comparable NLU/intent-routing patterns in a contact center environment.

Experience integrating Amazon Connect with external systems, including CRM screen pops, SaaS APIs, and external analytics platforms.

Understanding of operational CCaaS concepts such as queue management, routing strategy, agent performance metrics, supervisor workflows, escalation paths, and reporting.

Ability to work from incomplete or high-level business requirements and translate them into practical Amazon Connect platform 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:: Experience with Connect AI Agents, Amazon Q in Connect, NLX, ACXD, or other AI-enabled contact center capabilities.

Experience in financial services, healthcare, public sector, or another regulated industry.

Experience with bilingual or multilingual journey design.

Experience with data lake configuration, contact center analytics, or external reporting integrations.

Experience supporting production readiness, operational handoff, and post-launch optimization for Amazon Connect implementations.

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