Amazon Connect and Agentic AI Specialist, Senior Principal Consultant (Agentic AI)

TL;DR

Amazon Connect and Agentic AI Specialist, Senior Principal Consultant (Agentic AI): Designing AI-enabled capabilities for Amazon Connect contact centers with an accent on LLMs, agentic AI patterns, knowledge readiness, and customer and agent experiences. Focus on building practical solution architectures, evaluating RAG and enterprise data readiness, defining responsible AI controls, and creating implementation roadmaps for platform and engineering teams.

Location: Remote within the United States; Austin, Texas

Company

Digital customer experience and AWS consulting services provider with a large partner practice focused on contact center transformation.

What you will do

• Lead AI discovery and use-case design workshops with business and technology stakeholders.
• Define solution architectures using Amazon Connect AI capabilities, LLMs, agentic AI patterns, knowledge sources, and integrations.
• Assess enterprise data and knowledge readiness, including content quality, access controls, freshness, security, and governance.
• Develop Agentic AI roadmaps covering feasibility, implementation effort, business impact, responsible AI, and dependencies.
• Design customer and colleague experiences involving intent handling, escalation, agent assist, summarization, knowledge suggestions, and human-in-the-loop workflows.
• Partner with platform, integration, data, and engineering teams to translate AI designs into contact flows, Lex orchestration, Agent Workspace, Contact Lens, Amazon Q in Connect, reporting, and operational support models.

Requirements

• Hands-on expertise with large language models, agentic AI patterns, prompt and response design, responsible AI, and practical AI solution architecture.
• Experience designing GenAI or agentic AI capabilities for contact centers, customer service, employee assistance, or knowledge management.
• Working knowledge of Amazon Connect, including contact flows, Agent Workspace, Contact Lens, reporting, Lex orchestration, and AI-enabled agent experiences.
• Experience evaluating knowledge sources and enterprise data readiness for RAG-enabled use cases.
• Ability to turn ambiguous business opportunities into structured use cases, feasibility assessments, roadmaps, and implementation-ready designs.
• Strong facilitation and collaboration skills across business, technology, security, compliance, operations, and delivery teams.

Nice to have

• Contact center implementation experience in financial services, healthcare, public sector, or other regulated industries.
• Experience with Amazon Q in Connect, Connect AI Agents, Amazon Lex, Amazon Bedrock, NLX, ACXD, or comparable platforms.
• Experience with AI governance, model evaluation, monitoring, auditability, traceability, and responsible AI controls.
• Experience with bilingual or multilingual journey design.
• Experience developing business cases, adoption roadmaps, or implementation plans for enterprise AI initiatives.

Culture & Benefits

• Remote work arrangement for candidates based in the United States.
• Collaboration within an AWS partner practice of more than 150 specialists.
• Work focused on customer experience, AI-enabled contact centers, and enterprise delivery.