Amazon Connect, Principal Consultant

Job description

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.