Amazon Connect and Agentic AI Specialist, Senior Principal Consultant
TTEC Digital1 month ago
Base Salary
$140k - $190k/yr
Responsibilities
- Lead AI discovery and use-case design workshops with business and technology stakeholders.
- Define solution architectures using Amazon Connect AI capabilities, LLMs, agentic AI patterns, knowledge sources, and integrations.
- Evaluate data landscapes, knowledge sources, content quality, access controls, security constraints, and integration readiness for RAG and agentic AI use cases.
- Develop agentic AI roadmaps covering feasibility, implementation effort, business impact, responsible AI, and dependencies.
- Design customer and colleague experiences involving intent handling, confidence thresholds, escalation logic, agent assist, summarization, knowledge suggestions, and human-in-the-loop patterns.
- Partner with Amazon Connect specialists to translate AI designs into contact flows, Lex orchestration, Agent Workspace, Contact Lens, Amazon Q in Connect, reporting, and operational support models.
- Create design documentation separating platform responsibilities from AI model, knowledge management, orchestration, and governance responsibilities.
- Provide guidance on responsible AI, model behavior, safety, prompt and response design, data handling, monitoring, and governance.
Requirements
- 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 centers, 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 enterprise knowledge sources and data readiness for RAG use cases, including content quality, access controls, freshness, and governance.
- Ability to convert ambiguous business opportunities into structured AI use cases, feasibility assessments, roadmaps, and implementation-ready design artifacts.
- Understanding of customer experience concepts including 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.
- Preferred experience in financial services, healthcare, public sector, or other regulated industries.
- Preferred experience with Amazon Q in Connect, Connect AI Agents, Amazon Lex, Amazon Bedrock, NLX, ACXD, or comparable AI and contact-center platforms.
- Preferred experience with AI governance, model evaluation, monitoring, auditability, traceability, responsible AI controls, multilingual journey design, business cases, adoption roadmaps, or implementation plans.
Benefits
- Medical, dental, and vision benefits are available to eligible employees.
- Tax-advantaged health care accounts are available to eligible employees.
- Financial and income protection benefits are available to eligible employees.
- Paid time off and wellness time off are available to eligible employees.
- Remote role based in the United States.
- Position is eligible to participate in an annual incentive program; compensation varies by location, experience, education, and skills.
Tech Stack
Categories
Solutions Engineering