Amazon Connect and Agentic AI Specialist, Senior Principal Consultant

TTEC Digital
Austin
Workplace: RemoteFull timeUSD 140,000 - 190,000 annuallyFunction: Solutions Engineering & Sales EngineeringSkills: ["Workshop facilitation","Partnering","Stakeholder management","Responsible AI guidance"]

Lead AI discovery and design workshops to define contact-center use cases across authentication, NLU/intent recognition, knowledge base and agent assist capabilities. Create solution architectures leveraging Amazon Connect AI and agentic AI patterns, assess data/knowledge readiness for RAG, and produce an implementation-ready roadmap with responsible AI guidance. Partner with Amazon Connect platform specialists to translate designs into contact flows, Lex orchestration, Agent Workspace, Contact Lens, and operational support models.

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FursaFursa
TTEC Digital
TTEC Digital
6 days ago

Amazon Connect and Agentic AI Specialist, Senior Principal Consultant

✓ Verified Job

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Source: Company careers pageValidated by: Fursa AI
Last checked: 22 hours agoStatus: Live

Job Summary

Lead AI discovery and design workshops to define contact-center use cases across authentication, NLU/intent recognition, knowledge base and agent assist capabilities. Create solution architectures leveraging Amazon Connect AI and agentic AI patterns, assess data/knowledge readiness for RAG, and produce an implementation-ready roadmap with responsible AI guidance. Partner with Amazon Connect platform specialists to translate designs into contact flows, Lex orchestration, Agent Workspace, Contact Lens, and operational support models.
Location: Austin
Workplace: Remote
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Sr. Manager level

Key Responsibilities

  • •Lead AI discovery and use case design workshops with business and technology stakeholders across authentication, NLU/intent recognition, FAQ/knowledge base, agent assist, workspace automation, account inquiry, and self-service.
  • •Define solution architectures using Amazon Connect AI capabilities, LLMs, agentic AI patterns, knowledge sources, and required integration points for customer- and agent-facing experiences.
  • •Evaluate data/knowledge readiness, security constraints, content quality, and integration readiness for RAG-enabled and agentic AI use cases.
  • •Develop an agentic AI roadmap with feasibility, implementation effort, business impact, responsible AI considerations, and dependencies.
  • •Partner with Amazon Connect platform specialists to translate designs into contact flows, Lex orchestration, Agent Workspace, Contact Lens, Amazon Q in Connect, and operational support models.

Pay and Benefits

Salary: USD 140,000 - 190,000 annually
Perks:MedicalDentalVisionPaid Leave

Key Requirements

  • •Hands-on expertise with large language models and agentic AI patterns, including prompt/response design and responsible AI frameworks.
  • •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, and Lex orchestration.
  • •Experience evaluating knowledge sources and enterprise data readiness for RAG-enabled use cases, including content quality, access controls, freshness, and governance.
  • •Ability to translate ambiguous business opportunities into structured AI use cases, feasibility assessments, roadmap recommendations, and implementation-ready design artifacts.
Experience:GenAIAgentic AIContact centerCustomer service
Skills:Workshop facilitationPartneringStakeholder managementResponsible AI guidance
Tech Stack:Amazon ConnectLLMsAgentic AIRetrieval-augmented generation (RAG)Amazon Q in ConnectContact flowsAgent WorkspaceContact LensAmazon LexLex orchestrationAmazon BedrockNLXACXD

Company Brief

TTEC Digital
Provides digital customer experience consulting, technology and managed services, delivering CX platforms, automation, analytics, and design to help enterprises transform customer engagement across channels.
Industry: Consulting
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Englewood, United States
WebsiteLinkedIn