Amazon Connect and Agentic AI Specialist, Senior Principal Consultant

About the role

TTEC Digital partners with organizations to improve customer experiences by focusing first on the well-being and development of their employees. The company believes that delivering outstanding service begins with ensuring that team members feel valued and fully supported in their work. This Senior Principal Consultant role centers on implementing Amazon Connect solutions and leveraging agentic AI technologies to transform how businesses manage customer interactions. The position involves guiding clients through the adoption of intelligent contact center platforms and AI-driven automation strategies, helping organizations modernize their customer service operations while supporting employee growth.

Key facts

What you'll do

• Design and configure Amazon Connect contact center solutions tailored to client business needs and operational workflows across multiple departments.
• Develop agentic AI strategies that enable autonomous AI agents to handle customer service tasks, inquiries, and routine interactions independently.
• Assess existing contact center infrastructure and identify opportunities for AI-driven transformation, modernization, and efficiency improvements in client organizations.
• Lead client workshops and coaching sessions to help teams understand Amazon Connect capabilities and adopt new AI-powered features effectively.
• Collaborate with cross-functional teams to integrate AI-powered agents into established customer service processes and existing technology ecosystems.
• Create detailed implementation roadmaps that align Amazon Connect deployments with broader digital transformation goals and business objectives.
• Provide ongoing technical guidance on agentic AI models and their practical application within contact center and customer service environments.
• Monitor and optimize AI agent performance metrics to ensure high-quality customer interactions and measurable satisfaction outcomes over time.
• Document architecture decisions, configuration details, and best practices for Amazon Connect setups and AI agent deployments in client environments.
• Mentor junior consultants and team members on Amazon Connect administration, agentic AI concepts, and effective client engagement techniques.
• Work closely with client stakeholders to define success criteria and measure the impact of AI-driven contact center improvements.
• Stay current with developments in Amazon Connect features and agentic AI advancements to recommend innovative solutions to clients.

Requirements

• Extensive hands-on experience with Amazon Connect, including configuration, customization, routing, and contact center workflow design for enterprise clients.
• Deep understanding of agentic AI principles, including autonomous agent architectures, conversational AI frameworks, and multi-step task automation.
• Proven track record as a senior consultant delivering client-facing technology implementations in contact center and customer experience domains.
• Strong knowledge of cloud-based contact center platforms and their integration with enterprise systems, databases, and third-party applications.
• Experience coaching and guiding client teams through technology adoption, process improvement, and organizational change initiatives.
• Bachelor's degree or equivalent practical experience in a relevant technical discipline, computer science, or business field.
• Demonstrated ability to lead complex projects involving AI and contact center technology deployments across multiple client accounts.
• Familiarity with customer experience strategies that prioritize employee well-being, support, and professional development as foundational elements.

Nice to have

• Advanced certifications related to AWS services, Amazon Connect, or AI/ML platforms that demonstrate specialized expertise in these areas.
• Experience with other contact center platforms alongside Amazon Connect, providing comparative insights and flexible solution approaches.
• Background in agentic AI research or applied AI agent development projects beyond standard contact center use cases.
• Knowledge of workforce optimization, quality management, and analytics tools commonly used in contact center operations environments.

Skills & tools

• Amazon Connect administration, configuration, and contact flow design
• Agentic AI framework design, deployment, and lifecycle management
• AWS cloud services and contact center platform integrations
• Conversational AI, natural language processing, and dialogue management
• Client coaching, change management, and stakeholder engagement methodologies
• Contact center workflow modeling, process mapping, and operational optimization

Practical notes

• This role is based in Austin, TX and requires on-site presence at the office location for client meetings and team collaboration.
• The position is full-time with standard business hours, though client engagements may occasionally require flexible scheduling to accommodate different time zones.
• As a Senior Principal Consultant, this role involves significant client-facing responsibilities and leadership of engagement teams throughout project lifecycles.
• TTEC Digital emphasizes a culture where employees are coached to thrive, and this role contributes directly to that mission by helping client organizations build supportive, effective customer service teams that value their people.