Amazon Connect，首席顾问
Amazon Connect, Principal Consultant
在TTEC Digital，我们指导客户确保员工感受到价值和充分支持，因为卓越的客户体验首先是一个员工流程。我们的愿景相同，是一个员工可以茁壮成长的地方。
加入TTEC Digital的AWS专业服务团队，帮助为全球企业客户交付大规模的Amazon Connect转型。这是一个高级的、需要亲自动手的咨询和工程角色，专注于使用Amazon Connect和更广泛的AWS生态系统设计、构建和部署现代云客服解决方案。
你将与客户工程师、项目管理人员和AWS技术领导一起在跨职能小组中工作——在你负责的工作流中承担技术交付的责任，同时为整个项目的成功做出贡献。该职位需要亲自动手编码、Amazon Connect解决方案设计，并能在快节奏、复杂的大型企业环境中有效工作。
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What you will be doing:
- 设计并实现Amazon Connect的联系流程、路由逻辑和IVR解决方案，适用于语音和数字渠道（实时聊天、语音、书面渠道）
- 构建并部署使用AWS Lambda（Python/Node.js）、API Gateway、DynamoDB、Kinesis和CloudFormation/Terraform的无服务器集成，将Amazon Connect连接到后端系统（Pega CRM、内部API）
- 实现基础设施即代码（Terraform/CloudFormation），用于跨环境的可重复、CI/CD驱动的部署
- 支持国家上线部署，配置Amazon Connect实例设置，从试点（匈牙利）扩展到80多个国家和40多种语言
- 参与WFM交付，包括Amazon Connect预测、排班、容量规划配置以及实时/历史报告集成
- 与项目相关方合作，参与冲刺仪式，为架构决策提供技术输入，并向项目经理/项目负责人汇报进展
- 创建可重用的成果，如技术文档、操作手册、部署指南和知识转移材料，使团队和客户能够独立运营
- 直接与客户技术团队和业务相关方合作，提供技术指导，并参与设计研讨会和解决方案评审。
Skills and experience you will bring:
- 计算机科学、工程或同等专业经验的学士学位
- 5年以上实际工作经验
查看英文原文
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.
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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.