Amazon Connect CX and Platform Specialist, Senior Consultant

TTEC Digital
Austin
Workplace: RemoteFull timeUSD 105,000 - 160,000 annuallyFunction: Consulting & AdvisorySkills: ["Hands-on","Ability to translate requirements","Collaboration","Operational focus","Comfort with AI-enabled customer and agent experiences"]

Design, configure, and support AI-enabled contact center experiences in Amazon Connect. Build self-service IVR and natural language IVR journeys using Lex orchestration and NLU intent routing, and implement omnichannel voice/chat experiences with seamless agent handoff. Configure Agent Workspace and Contact Lens capabilities (transcription, sentiment, compliance detection, summaries), and deliver operational CCaaS features like routing, queues, reporting, and supervisor tooling, including integrations with external systems via SaaS APIs.

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FursaFursa
TTEC Digital
TTEC Digital
6 days ago

Amazon Connect CX and Platform Specialist, Senior Consultant

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Last checked: 15 hours agoStatus: Live

Job Summary

Design, configure, and support AI-enabled contact center experiences in Amazon Connect. Build self-service IVR and natural language IVR journeys using Lex orchestration and NLU intent routing, and implement omnichannel voice/chat experiences with seamless agent handoff. Configure Agent Workspace and Contact Lens capabilities (transcription, sentiment, compliance detection, summaries), and deliver operational CCaaS features like routing, queues, reporting, and supervisor tooling, including integrations with external systems via SaaS APIs.
Location: Austin
Workplace: Remote
Employment Type: Full time
Job Function: Consulting & Advisory
Seniority: Mid level

Key Responsibilities

  • •Design and configure Amazon Connect contact flows, including IVR, authentication branches, error/retry handling, DTMF fallback paths, transfers, routing logic, and escalation patterns.
  • •Build natural language and AI-integrated contact flow experiences using NLU-based intent routing, confidence-driven escalation, and Amazon Lex orchestration in 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 (screen pops, Amazon Q in Connect, real-time knowledge suggestions) and agent-assist context.
  • •Configure Contact Lens capabilities (transcription, sentiment analysis, compliance keyword detection, auto-summarization, after-call automation) and support operational CCaaS implementation with queue/routing/reporting and integrations with external systems.

Pay and Benefits

Salary: USD 105,000 - 160,000 annually
Perks:Health InsuranceDentalVisionPaid LeaveWellness Stipend

Key Requirements

  • •Hands-on experience with Amazon Connect, including contact flows, Agent Workspace, Contact Lens, routing, reporting, queues, 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 CCaaS operational concepts including queue management, routing strategy, agent performance metrics, escalation paths, and reporting.
Experience:Contact centerCCaaSAI-enabled customer journeys
Skills:Hands-onAbility to translate requirementsCollaborationOperational focusComfort with AI-enabled customer and agent experiences
Tech Stack:Amazon ConnectAmazon LexAmazon Q in ConnectContact LensIVRDTMFNLUIntent routingAIAgent WorkspaceOmnichannelSaaS APIsCRMData lakeTranscriptionSentiment analysisCompliance keyword detectionAuto-summarizationAfter-call work automation

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