Senior Principal Consultant – Amazon Connect, Agentic AI

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🔥 2 minutes ago

🤠 Texas – Remote

🤠 Texas – Remote

💵 $140k - $190k / year

⏰ Full Time

🟠 Senior

🤖 Artificial Intelligence

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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

• Lead AI discovery and use case design workshops with business and technology stakeholders across authentication, NLU and intent recognition, FAQ and knowledge base, agent assist, workspace automation, account inquiry, and self-service capabilities • Define solution architectures leveraging Amazon Connect AI capabilities, LLMs, agentic AI patterns, knowledge sources, and integration points for customer-facing and agent-facing experiences • Evaluate data landscapes, knowledge sources, content quality, security constraints, and integration readiness for RAG and agentic AI use cases • Develop Agentic AI roadmaps covering feasibility, implementation effort, business impact, responsible AI considerations, and dependencies • Design AI-enabled customer and colleague experiences, including intent handling, confidence thresholds, escalation logic, agent-assist workflows, summarization, knowledge suggestions, and human-in-the-loop patterns • Partner with Amazon Connect platform 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 distinguishing Amazon Connect platform responsibilities from AI model, knowledge management, orchestration, and governance responsibilities • Guide responsible AI, model behavior, safety, prompt and response design, data handling, monitoring, and governance for AI-enabled contact center solutions

🎯 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 center, customer service, employee assist, or knowledge management environments • Working knowledge of Amazon Connect, including contact flows, Agent Workspace, Contact Lens, reporting, Lex orchestration, and AI-enabled agent experiences • 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 • 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 to move from AI concept to implementable solution design • Preferred: financial services, healthcare, public sector, or regulated-industry contact center implementation experience • Preferred: Amazon Q in Connect, Connect AI Agents, Amazon Lex, Amazon Bedrock, NLX, ACXD, or comparable AI/contact center platforms • Preferred: AI governance, model evaluation, monitoring, auditability, traceability, and responsible AI controls • Preferred: bilingual or multilingual journey design experience • Preferred: enterprise AI business cases, adoption roadmaps, or implementation plans

🏖️ 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