At TTEC Digital, we coach clients to ensure their employees feel valued and fully supported because an amazing customer experience is an employee-first process. Our vision is the same: a place where employees know they can thrive.
The TTEC Digital AWS Partner Practice is comprised of more than 150 brilliant experts, has been recognized with best-in-class awards from AWS, was the first signed Amazon Connect partner globally, and has delivered more than 500 AWS customer launches that improved customer experience for more than 3.5 million conversations to date.
TTEC Digital is seeking an Amazon Connect CX and Platform Specialist, Senior Consultant to join our team. This is a remote role based in the US. As a key member of our delivery teams, the Amazon Connect CX and Platform Specialist designs, configures, and supports AI-enabled contact center experiences in Amazon Connect. This role turns customer experience requirements into working Amazon Connect capabilities across contact flows, Lex orchestration, voice and chat journeys, Agent Workspace, Contact Lens, routing, queue operations, reporting, and external system integrations. The ideal candidate is hands-on with Amazon Connect and comfortable working at the boundary of traditional CCaaS, conversational AI, and agent-assist capabilities.
What you'll be doing:
- 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 where appropriate for the client solution.
- 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 needed to support reporting and operational visibility.
- Partner with conversational designers, GenAI specialists, business stakeholders, and engineering teams to ensure platform build, customer journeys, AI integrations, and operational reporting align to the solution design.
Skills and experience you bring:
- 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 work from incomplete or high-level business requirements and translate them into practical Amazon Connect platform designs and implementation tasks.
- Functional understanding of agile delivery methods and 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:
- Experience with Connect AI Agents, Amazon Q in Connect, NLX, ACXD, or other AI-enabled contact center capabilities.
- Experience in financial services, healthcare, public sector, or another regulated industry.
- Experience with bilingual or multilingual journey design.
- Experience with data lake configuration, contact center analytics, or external reporting integrations.
- Experience supporting production readiness, operational handoff, and post-launch optimization for Amazon Connect implementations.
Skills Required
- 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 designs and implementation tasks.
- Functional understanding of agile delivery methods and experience collaborating with project managers, analysts, developers, architects, and stakeholders.
- Comfort working where traditional CCaaS capabilities intersect with AI-driven customer and agent experiences.
- Experience with Connect AI Agents, Amazon Q in Connect, NLX, ACXD or other AI-enabled contact center capabilities.
- Experience in regulated industries such as financial services, healthcare, or public sector.
- Experience with bilingual or multilingual journey design.
- Experience with data lake configuration, contact center analytics, or external reporting integrations.
- Experience supporting production readiness, operational handoff, and post-launch optimization for Amazon Connect implementations.
TTEC Digital Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about TTEC Digital and has not been reviewed or approved by TTEC Digital.
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Wellbeing & Lifestyle Benefits — Wellbeing resources include Calm access, specialized programs (e.g., Pelago, Maven, Sword), and a Lifestyle Spending Account for wellness activities. These offerings extend beyond core medical to support mental health and daily wellness needs.
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Leave & Time Off Breadth — Time-off programs cover PTO, sick/wellness time, paid holidays, and paid parental leave, with some Digital roles describing manager‑discretion “unlimited PTO.” This structure can offer flexibility for corporate/tech roles when team norms support it.
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Healthcare Strength — Core coverage spans medical, dental, vision, telemedicine/behavioral health, EAP, and optional protections like critical illness, accident, legal, ID‑theft, and pet insurance. The breadth indicates a comprehensive health offering on paper across physical and mental care.
TTEC Digital Insights
What We Do
TTEC Digital is a global leader in customer experience orchestration, combining technology and empathy at the point of conversation. With decades of innovation experience across the world’s leading contact center technology platforms — plus in-house expertise in CX strategy, data and analytics, AI and more — TTEC Digital delivers an unmatched skillset for organizations looking to forge deeper customer relationships and drive better business outcomes.
