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About the Role

The TTEC Digital AWS Partner Practice is seeking an Amazon Connect and Agentic AI Specialist to lead the design of AI-enabled capabilities in Amazon Connect contact center environments. This role involves defining use cases, assessing data readiness, creating AI solution architectures, and recommending roadmaps for various AI capabilities.

Responsibilities

• Lead AI discovery and use case design workshops with business and technology stakeholders.
• Define solution architectures leveraging Amazon Connect AI capabilities, LLMs, agentic AI patterns, and knowledge sources.
• Evaluate the current data landscape, knowledge sources, and integration readiness for RAG and agentic AI use cases.
• Develop an Agentic AI roadmap with recommendations on feasibility, business impact, and responsible AI considerations.
• Design AI-enabled customer and colleague experiences, including intent handling, confidence thresholds, and escalation logic.
• Partner with Amazon Connect platform specialists to ensure AI designs are translatable into contact flows and other platform components.
• Create design documentation distinguishing platform responsibilities from AI model responsibilities.
• Provide guidance on responsible AI, model behavior, safety, prompt design, data handling, monitoring, and governance.

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 capabilities, including contact flows, Agent Workspace, Contact Lens, reporting, and Lex orchestration.
• Experience evaluating knowledge sources and enterprise data readiness for RAG-enabled use cases.
• Ability to translate ambiguous business opportunities into structured AI use cases and design artifacts.
• Understanding of customer experience design concepts such as self-service containment and escalation paths.
• Strong workshop facilitation skills with business stakeholders and technology teams.
• Ability to partner with platform, integration, data, and engineering resources to move from AI concept to implementable solution design.

Skills

• Amazon Connect
• Agentic AI
• Large Language Models (LLMs)
• GenAI
• Contact Center Solutions
• Customer Experience Design
• Workshop Facilitation
• Solution Architecture
• Data Evaluation
• Responsible AI Frameworks
• Prompt Design
• RAG (Retrieval-Augmented Generation)

Location

• US
• Remote

Work Type

• Remote
• Full-time

Experience Level

• Mid-level
• Senior-level

Salary/Compensations

• $140,000 - $190,000 a year

Benefits

• Eligible to participate in an annual incentive program
• Medical, dental, vision
• Tax-advantaged health care accounts
• Financial and income protection benefits
• Paid time off (PTO) and wellness time off

About the Company

• TTEC Digital and our 1,800+ employees pioneer engagement and growth solutions that fuel the exceptional customer experience (CX).
• Our sister company, TTEC Engage, is a 60,000+ employee service company, with customer service representatives located around the world.
• TTEC Holdings Inc. is the parent company for both Digital and Engage.
• TTEC has been awarded the Great Place To Work 2024-2025 certification based on outstanding employee experience across 14 countries.

Equal Opportunity

• TTEC is a proud equal opportunity employer where all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability.
• TTEC has fully embraced and is committed to expanding our diverse and inclusive workforce.
• We strive to reflect the communities we serve while delivering amazing service and technology centered around humanity.