The Role
Design and deploy enterprise Amazon Connect contact center solutions across voice and digital channels. Build serverless AWS integrations, infrastructure-as-code deployments, contact flows, routing, IVR, WFM capabilities, reporting, and global rollout configurations. Partner with client and AWS teams on architecture, Agile delivery, technical workshops, documentation, and knowledge transfer. The role requires hands-on coding, cloud engineering, Amazon Connect implementation experience, and technical leadership across complex enterprise programs.
Summary Generated by Built In
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.
Join TTEC Digital's AWS Professional Services practice and help deliver large-scale Amazon Connect transformations for global enterprise customers. This is a principal-level, hands-on consulting and engineering role focused on designing, building, and deploying modern cloud contact centre solutions using Amazon Connect and the broader AWS ecosystem.
You will work within cross-functional squads alongside client engineers, programme managers, and AWS technical leadership - taking ownership of technical delivery within your assigned workstream while contributing to the broader programme's success. The role requires hands-on coding, Amazon Connect solution design, and the ability to work effectively in a fast-paced, complex enterprise environment.
What you will be doing:
- Design and implement Amazon Connect contact flows, routing logic, and IVR solutions for voice and digital channels (live chat, voice, written channels)
- Build and deploy serverless integrations using AWS Lambda (Python/Node.js), API Gateway, DynamoDB, Kinesis, and CloudFormation/Terraform connecting Amazon Connect to backend systems (Pega CRM, internal APIs)
- Implement infrastructure as code (Terraform/CloudFormation) for repeatable, CI/CD-driven deployments across environments
- Support country go-live rollouts configuring Amazon Connect instance setup for scaling from pilot (Hungary) to 80+ countries and 40+ languages
- Contribute to WFM delivery Amazon Connect forecasting, scheduling, capacity planning configuration, and real-time/historical reporting integrations
- Collaborate with programme stakeholders participating in sprint ceremonies, providing technical input to architecture decisions, and communicating progress to project/programme managers
- Create reusable artefacts technical documentation, runbooks, deployment guides, and knowledge transfer materials that enable the team and customer to operate independently
- Partner directly with client technical teams and business stakeholders, providing technical guidance and contributing to design workshops and solution reviews.
Skills and experience you will bring:
- Bachelor's degree in Computer Science, Engineering, or equivalent professional experience
- 5+ years of hands-on software development or cloud engineering experience
- Demonstrable experience delivering multiple Amazon Connect implementations in enterprise environments, including design, integrations, routing, telephony, and production support.
- Proficiency in Python or Node.js with production deployment experience
- Experience with AWS services: Lambda, API Gateway, DynamoDB, S3, CloudWatch, IAM, CloudFormation or Terraform
- Hands-on experience with REST API development and integration of contact centre platforms with CRM/backend systems
- Experience with CI/CD pipelines, version control (Git), and infrastructure as code
- Ability to work effectively within cross-functional Agile teams in a complex enterprise environment
- Applicants must have the permanent right to work in the United Kingdom. Sponsorship is not available for this position.
Preferred skills
- Amazon Connect implementation experience (contact flows, Contact Lens, Lex integration, telephony/number porting)
- AWS certifications (Solutions Architect Associate or Professional)
- Experience with WFM solutions (forecasting, scheduling, real-time adherence)
- Multi-language/multi-country deployment experience at enterprise scale
- Experience working with or at AWS Professional Services, system integrators, or specialist CC consultancies
- Familiarity with Pega CRM or Salesforce Service Cloud Voice integrations
- Experience in regulated environments (financial services, travel/hospitality)
Why join us?
- Work on one of the world's largest Amazon Connect transformation programmes
- Deliver customer experience solutions at global scale
- Collaborate with AWS specialists and enterprise architects
- Influence the adoption of next-generation AI-powered customer service capabilities
- Opportunities to work across voice, digital, AI, automation, and analytics technologies
- This position is eligible to participate in an annual incentive program. Actual compensation offered to a candidate may vary based upon geographic location, work experience, education and/or skill levels.Benefits available to eligible employees include the following:- Medical, dental, vision- tax-advantaged health care accounts- financial and income protection benefits- flexible time off (FTO) and wellness time off.
Skills Required
- Bachelor’s degree in Computer Science, Engineering, or equivalent professional experience
- 5+ years of hands-on software development or cloud engineering experience
- Experience delivering multiple enterprise Amazon Connect implementations, including design, integrations, routing, telephony, and production support
- Production deployment experience with Python or Node.js
- Experience with AWS Lambda, API Gateway, DynamoDB, S3, CloudWatch, IAM, and CloudFormation or Terraform
- Hands-on REST API development and contact center platform integration with CRM or backend systems
- Experience with CI/CD pipelines, Git, and infrastructure as code
- Ability to work within cross-functional Agile teams in complex enterprise environments
- Permanent right to work in the United Kingdom
- Amazon Connect contact flows, Contact Lens, Lex integration, and telephony or number porting experience
- AWS Solutions Architect Associate or Professional certification
- Workforce management experience including forecasting, scheduling, and real-time adherence
- Multi-language and multi-country enterprise deployment experience
- Experience with AWS Professional Services, system integrators, or specialist contact center consultancies
- Pega CRM or Salesforce Service Cloud Voice integration experience
- Experience in regulated environments such as financial services or travel and hospitality
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.
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The Company
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.
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