Remote Amazon Connect CX Architect & Platform Specialist

Ttecdigital; Austin (TX); On-site; USD 120,000 - 190,000; Full time

Benefits offered by this job

Annual incentive

Medical benefits

PTO & wellness

HSA

Job summary

TTEC Digital seeks an Amazon Connect CX and Platform Specialist, Senior Consultant to help build and optimize AI-enabled contact center solutions on Amazon Connect. This remote US-based role requires hands-on design of contact flows, AI-driven journeys, and seamless agent assistance across channels.

You will collaborate with cross-functional teams to ensure the platform meets customer requirements, integrates with external systems, and delivers robust operational reporting.

Qualifications

• 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 CCaaS environment.
• Experience integrating Amazon Connect with external systems, including CRM screen pops, SaaS APIs, and external analytics platforms.
• Understanding of CCaaS concepts such as queue management, routing strategy, agent performance metrics, supervisor workflows, and reporting.
• Ability to translate high-level requirements into practical Amazon Connect designs and implementation tasks.
• Functional understanding of agile delivery methods and cross-functional collaboration.
• Comfort with AI-driven CX at CCaaS boundaries.

Responsibilities

• 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 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, real-time knowledge suggestions, and agent-assist context passed from interactions.

Skills

Amazon Connect

CCaaS design

NLU/AI integration

Lex orchestration

Agent Workspace

Tools

SaaS APIs

CRM screen pops

Analytics platforms

Job description

TTEC Digital seeks an Amazon Connect CX and Platform Specialist, Senior Consultant to help build and optimize AI-enabled contact center solutions on Amazon Connect. This remote US-based role requires hands-on design of contact flows, AI-driven journeys, and seamless agent assistance across channels.

You will collaborate with cross-functional teams to ensure the platform meets customer requirements, integrates with external systems, and delivers robust operational reporting.