Senior Principal Consultant – Amazon Connect, Agentic AI

This is a fully remote position, open to applicants in Texas.

📋 Description

• Facilitate AI discovery sessions and use case design workshops involving business and technology stakeholders in areas such as authentication, natural language understanding (NLU), intent recognition, FAQs, knowledge bases, agent assistance, workspace automation, account inquiries, and self-service capabilities.

• Establish solution architectures that utilize Amazon Connect AI features, large language models (LLMs), agentic AI methodologies, knowledge resources, and integration points to enhance customer-facing and agent-facing experiences.

• Assess data environments, knowledge resources, content quality, security limitations, and integration preparedness for retrieval-augmented generation (RAG) and agentic AI applications.

• Formulate Agentic AI roadmaps that encompass feasibility, implementation efforts, business impacts, considerations for responsible AI, and associated dependencies.

• Create AI-enhanced experiences for customers and colleagues, focusing on intent management, confidence thresholds, escalation procedures, agent-assist workflows, summarization, knowledge recommendations, and human-in-the-loop strategies.

• Collaborate with Amazon Connect specialists to convert AI designs into contact flows, Lex orchestration, Agent Workspace, Contact Lens, Amazon Q in Connect, as well as reporting and operational support frameworks.

• Develop design documentation that clarifies the roles of the Amazon Connect platform versus those of AI models, knowledge management, orchestration, and governance.

• Advise on responsible AI practices, model behavior, safety concerns, prompt and response creation, data management, monitoring, and governance for AI-driven contact center solutions.

⛳️ Requirements

• Practical experience with large language models, agentic AI methodologies, prompt and response formulation, responsible AI frameworks, and realistic AI solution architecture.

• Background in designing generative AI or agentic AI functionalities for contact centers, customer service, employee support, or knowledge management settings.

• Familiarity with Amazon Connect, including contact flows, Agent Workspace, Contact Lens, reporting, Lex orchestration, and AI-enabled agent functionalities.

• Experience in assessing knowledge resources and enterprise data readiness for RAG-capable applications, including content quality, access controls, timeliness, and governance.

• Capability to convert ambiguous business opportunities into well-defined AI use cases, feasibility evaluations, roadmap suggestions, and implementation-ready design documents.

• Comprehension of customer experience principles such as self-service retention, authentication tolerance, escalation pathways, fallback strategies, and agent handoffs.

• Excellent workshop facilitation skills with business stakeholders, technology teams, security and compliance units, operations, and delivery leadership.

• Ability to collaborate with platform, integration, data, and engineering teams to transition from AI concepts to viable solution designs.

• Preferred: experience in implementing contact centers within the financial services, healthcare, public sector, or regulated industries.

• Preferred: familiarity with Amazon Q in Connect, Connect AI Agents, Amazon Lex, Amazon Bedrock, NLX, ACXD, or similar AI/contact center technologies.

• Preferred: expertise in AI governance, model evaluation, monitoring, auditability, traceability, and responsible AI practices.

• Preferred: experience in designing bilingual or multilingual journeys.

• Preferred: development of enterprise AI business cases, adoption roadmaps, or implementation plans.

🏝️ Benefits

• Eligibility for an annual incentive program.

• Comprehensive medical, dental, and vision coverage.

• Tax-advantaged healthcare accounts.

• Financial and income protection benefits.

• Paid time off (PTO).

• Wellness time off.