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.

The TTEC Digital AWS Partner Practice is comprised of more than 150 brilliant experts, has been recognized with best-in-class awards from AWS, was the first signed Amazon Connect partner globally, and has delivered more than 500 AWS customer launches that improved customer experience for more than 3.5 million conversations to date.

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, and 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 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.