Amazon Connect, Principal Consultant

Join TTEC Digital's AWS Professional Services practice and help deliver large-scale Amazon Connect transformations for global enterprise customers. This is a principal-level, hands-on consulting and engineering role focused on designing, building, and deploying modern cloud contact centre solutions using Amazon Connect and the broader AWS ecosystem.

You will work within cross-functional squads alongside client engineers, programme managers, and AWS technical leadership - taking ownership of technical delivery within your assigned workstream while contributing to the broader programme's success. The role requires hands-on coding, Amazon Connect solution design, and the ability to work effectively in a fast-paced, complex enterprise environment.

What you will be doing:

• Design and implement Amazon Connect contact flows, routing logic, and IVR solutions for voice and digital channels (live chat, voice, written channels)
• Build and deploy serverless integrations using AWS Lambda (Python/Node.js), API Gateway, DynamoDB, Kinesis, and CloudFormation/Terraform connecting Amazon Connect to backend systems (Pega CRM, internal APIs)
• Implement infrastructure as code (Terraform/CloudFormation) for repeatable, CI/CD-driven deployments across environments
• Support country go-live rollouts configuring Amazon Connect instance setup for scaling from pilot (Hungary) to 80+ countries and 40+ languages
• Contribute to WFM delivery Amazon Connect forecasting, scheduling, capacity planning configuration, and real-time/historical reporting integrations
• Collaborate with programme stakeholders participating in sprint ceremonies, providing technical input to architecture decisions, and communicating progress to project/programme managers
• Create reusable artefacts technical documentation, runbooks, deployment guides, and knowledge transfer materials that enable the team and customer to operate independently
• Partner directly with client technical teams and business stakeholders, providing technical guidance and contributing to design workshops and solution reviews.

Skills and experience you will bring:

• Bachelor's degree in Computer Science, Engineering, or equivalent professional experience
• 5+ years of hands-on software development or cloud engineering experience
• Demonstrable experience delivering multiple Amazon Connect implementations in enterprise environments, including design, integrations, routing, telephony, and production support.
• Proficiency in Python or Node.js with production deployment experience
• Experience with AWS services: Lambda, API Gateway, DynamoDB, S3, CloudWatch, IAM, CloudFormation or Terraform
• Hands-on experience with REST API development and integration of contact centre platforms with CRM/backend systems
• Experience with CI/CD pipelines, version control (Git), and infrastructure as code
• Ability to work effectively within cross-functional Agile teams in a complex enterprise environment
• Applicants must have the permanent right to work in the United Kingdom. Sponsorship is not available for this position.

Preferred skills

• Amazon Connect implementation experience (contact flows, Contact Lens, Lex integration, telephony/number porting)
• AWS certifications (Solutions Architect Associate or Professional)
• Experience with WFM solutions (forecasting, scheduling, real-time adherence)
• Multi-language/multi-country deployment experience at enterprise scale
• Experience working with or at AWS Professional Services, system integrators, or specialist CC consultancies
• Familiarity with Pega CRM or Salesforce Service Cloud Voice integrations
• Experience in regulated environments (financial services, travel/hospitality)

Why join us?

• Work on one of the world's largest Amazon Connect transformation programmes
• Deliver customer experience solutions at global scale
• Collaborate with AWS specialists and enterprise architects
• Influence the adoption of next-generation AI-powered customer service capabilities
• Opportunities to work across voice, digital, AI, automation, and analytics technologies

• 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

  - flexible time off (FTO) and wellness time off.