Amazon Connect and Agentic AI Specialist, Senior Principal Consultant

What you'll be doing:

Lead AI discovery and use case design workshops with business and technology stakeholders across authentication, NLU and intent recognition, FAQ and knowledge base, agent assist, workspace automation, account inquiry, and self-service capabilities.

Define solution architectures that leverage Amazon Connect AI capabilities, LLMs, agentic AI patterns, knowledge sources, and integration points needed for customer-facing and agent-facing experiences.

Evaluate the current data landscape, knowledge sources, content quality, security constraints, and integration readiness for retrieval-augmented generation and agentic AI use cases.

Develop an Agentic AI roadmap with clear recommendations on feasibility, implementation effort, business impact, responsible AI considerations, and dependencies.

Design AI-enabled customer and colleague experiences, including intent handling, confidence thresholds, escalation logic, agent-assist workflows, summarization, knowledge suggestions, and human-in-the-loop patterns.

Partner with Amazon Connect platform specialists to ensure AI designs can be translated into contact flows, Lex orchestration, Agent Workspace, Contact Lens, Amazon Q in Connect, reporting, and operational support models.

Create design documentation that clearly distinguishes Amazon Connect platform responsibilities from AI model, knowledge management, orchestration, and governance responsibilities.

Provide guidance on responsible AI, model behavior, safety considerations, prompt and response design, data handling, monitoring, and governance for AI-enabled contact center solutions.

Skills and experience you will bring:

Hands-on expertise with large language models, agentic AI patterns, prompt and response design, responsible AI frameworks, and practical AI solution architecture.

Experience designing GenAI or agentic AI capabilities for contact center, customer service, employee assist, or knowledge management environments.

Working knowledge of Amazon Connect capabilities, 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, including content quality, access controls, freshness, and governance considerations.

Ability to translate ambiguous business opportunities into structured AI use cases, feasibility assessments, roadmap recommendations, and implementation-ready design artifacts.

Understanding of customer experience design concepts such as self-service containment, authentication tolerance, escalation paths, fallback handling, and agent handoff.

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

Ability to partner with platform, integration, data, and engineering resources to move from AI concept to implementable solution design.

Preferred experience:

Prior financial services, healthcare, public sector, or regulated-industry contact center implementation experience.

Experience with Amazon Q in Connect, Connect AI Agents, Amazon Lex, Amazon Bedrock, NLX, ACXD, or comparable AI/contact center 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.