Senior Consultant, Amazon Connect CX and Platform Specialist

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🔥 7 minutes ago

🤠 Texas – Remote

🤠 Texas – Remote

💵 $105k - $160k / year

⏰ Full Time

🟠 Senior

💼 Consultant

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TTEC Digital

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

💼 Consulting

📣 Marketing

🤖 Artificial Intelligence

Consulting • Marketing • Artificial Intelligence

TTEC Digital is a leader in customer experience transformation, combining technology and human empathy to enhance customer interactions. With a focus on artificial intelligence, contact center technology, and customer relationship management, TTEC Digital delivers tailored solutions for mid-market digital transformation. Their comprehensive offerings include data analytics, CX strategy and design, and managed services that optimize customer engagements across various industries.

📋 Description

• Design and configure Amazon Connect contact flows, including self-service IVR, authentication branches, error and retry handling, DTMF fallback paths, transfers, routing logic, and escalation patterns. • Build natural language IVR and AI-integrated contact flow experiences using NLU-based intent routing, confidence-driven escalation, and Amazon Lex orchestration within 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, including screen pops, Amazon Q in Connect, real-time knowledge suggestions, and agent-assist context passed from customer interactions. • Configure Contact Lens capabilities such as transcription, sentiment analysis, compliance keyword detection, auto-summarization, and after-call work automation. • Support operational CCaaS design and implementation, including queue management, routing profiles, supervisor tooling, real-time reports, historical reporting, and agent or queue performance metrics. • Integrate Amazon Connect with external systems using SaaS APIs, CRM screen pops, analytics platforms, and data lake patterns. • Partner with conversational designers, GenAI specialists, business stakeholders, and engineering teams to align platform build, customer journeys, AI integrations, and operational reporting with the solution design.

🎯 Requirements

• Hands-on Amazon Connect experience, including Contact Flows, Agent Workspace, Contact Lens, reporting, queue configuration, routing, 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 operational CCaaS concepts such as queue management, routing strategy, agent performance metrics, supervisor workflows, escalation paths, and reporting. • Ability to translate incomplete or high-level business requirements into practical Amazon Connect platform designs and implementation tasks. • Functional understanding of agile delivery methods. • Experience collaborating with project managers, business analysts, developers, architects, and client stakeholders. • Comfort working where traditional CCaaS capabilities intersect with AI-driven customer and agent experiences. • Preferred: experience with Connect AI Agents, Amazon Q in Connect, NLX, ACXD, or other AI-enabled contact center capabilities. • Preferred: experience in financial services, healthcare, public sector, or another regulated industry. • Preferred: experience with bilingual or multilingual journey design. • Preferred: experience with data lake configuration, contact center analytics, or external reporting integrations. • Preferred: experience supporting production readiness, operational handoff, and post-launch optimization for Amazon Connect implementations.

🏖️ Benefits

• Annual incentive program eligibility • Medical, dental, and vision benefits • Tax-advantaged health care accounts • Financial and income protection benefits • Paid time off (PTO) • Wellness time off