Amazon Connect, Principal Consultant
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Job Summary
Join TTEC Digitals 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 programmes success. The role requires hands-on coding Amazon Connect solution design and the ability to work effectively in a fast-paced complex enterprise environment.
- Design and implementAmazon Connect contact flows routing logic and IVR solutions for voice and digital channels (live chat voice written channels)
- Build and deployserverless integrations using AWS Lambda (Python/) 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 rolloutsconfiguring Amazon Connect instance setup for scaling from pilot (Hungary) to 80 countries and 40 languages
- Contribute to WFM deliveryAmazon Connect forecasting scheduling capacity planning configuration and real-time/historical reporting integrations
- Collaborate with programme stakeholdersparticipating in sprint ceremonies providing technical input to architecture decisions and communicating progress to project/programme managers
- Create reusable artefactstechnical 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.
- Bachelors 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 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.
- Amazon Connect implementation experience (contact flows Contact Lens Lex integration telephony/number porting)
- AWS certifications (Solutions ArchitectAssociateor 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)
- Work on one of the worlds 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.
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Staff IC
About Company
We believe that humanity and technology should ​co-exist, and that at the nexus of the ​most powerful experiences, humanity and technology collide. At TTEC Digital, we combine the expertise, innovation, partnerships, and passion of three industry-leading customer experience com ... View more
