Senior Amazon Connect CX & Platform Consultant (Remote)

Socket.dev

Austin (TX)

On-site

USD 105,000 - 160,000

Full time

14 days+

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Benefits offered by this job

Medical benefits

Tax-advantaged health accounts

Income protection benefits

Paid time off & wellness

Job summary

TTEC Digital is seeking a Senior Consultant, Amazon Connect CX and Platform Specialist, to join our team remotely in the United States. You will design, configure, and support AI-enabled contact center experiences within Amazon Connect, translating customer requirements into practical platform capabilities across flows, Lex orchestration, and agent tools.

The ideal candidate has hands-on Connect experience, familiarity with Lex/NLU patterns, and a track record of integrating CCaaS with external

Qualifications

Hands-on Amazon Connect experience: contact flows, agent workspace, reporting, queue config.
Experience building self-service IVR and AI-driven journeys in Amazon Connect.
Experience with Lex or similar NLU patterns in contact centers.
Ability to integrate Connect with external systems (CRM, SaaS APIs).

Responsibilities

Design and configure Amazon Connect contact flows, IVR, routing, and escalation.
Build AI-enabled contact flows using Lex orchestration and NLU routing.
Implement omnichannel experiences across voice and chat with seamless agent handoff.
Configure Agent Workspace features, real-time knowledge suggestions, and agent-assist data.
Support CCaaS design: queues, routing, supervisor tooling, and reporting.