Principal Consultant- Generative AI & Amazon Connect

Employment Type: Permanent, Full-Time

Compensation: Competitive salary and comprehensive benefits package.

Work Authorization: Candidates must be authorized to work in the U.S. without current or future sponsorship. No Corp-to-Corp (C2C) or third-party submissions. Principal Consultant – Amazon Connect & Generative AI Overview Our client is seeking an experienced Principal Consultant specializing in Amazon Connect and Generative AI to help organizations modernize customer engagement through AI-driven contact center solutions. This consulting role combines customer strategy, solution architecture, and emerging AI technologies to design intelligent customer and agent experiences. You'll work directly with business leaders, technical teams, and stakeholders to identify opportunities for AI adoption, define implementation strategies, and architect scalable solutions that leverage Amazon Connect, large language models (LLMs), and modern conversational AI technologies. This is an excellent opportunity for someone who enjoys translating business challenges into practical AI solutions while working across enterprise-scale customer experience initiatives. The ideal candidate combines strong consulting skills with hands-on technical expertise and enjoys helping enterprise organizations adopt modern AI technologies. You are comfortable leading client workshops, designing scalable cloud and AI solutions, and working across cross-functional teams to deliver measurable business outcomes.

Responsibilities: Lead discovery workshops with business and technical stakeholders to identify opportunities for AI within contact center environments. Design scalable solution architectures utilizing Amazon Connect, LLMs, conversational AI, and agentic AI technologies. Assess enterprise knowledge bases, content quality, data accessibility, and integration readiness to support AI-powered customer experiences. Develop strategic roadmaps outlining implementation priorities, business value, technical dependencies, and adoption strategies. Design intelligent self-service experiences, virtual assistants, agent-assist capabilities, knowledge recommendations, automated summarization, and workflow automation. Collaborate closely with cloud, platform, integration, and engineering teams to ensure solution designs are practical and implementation-ready. Produce technical documentation, architecture diagrams, and implementation guidance. Advise clients on AI governance, security, responsible AI practices, prompt engineering, monitoring, and operational best practices. Support clients throughout solution planning, design, and delivery while serving as a trusted technical advisor.

Required Qualifications: Strong experience designing enterprise Generative AI or Agentic AI solutions. Hands-on experience with Large Language Models (LLMs), prompt engineering, AI orchestration, and modern AI architecture patterns. Experience implementing or architecting solutions within Amazon Connect environments. Working knowledge of Amazon Connect capabilities, including contact flows, Agent Workspace, Contact Lens, reporting, Amazon Lex, and AI-enabled customer and agent experiences. Experience evaluating enterprise data, knowledge repositories, and Retrieval-Augmented Generation (RAG) solutions. Ability to translate business requirements into technical architectures, implementation roadmaps, and actionable solution designs. Understanding of customer experience best practices, including self-service, authentication, escalation paths, intelligent routing, and agent handoff. Excellent communication, presentation, and stakeholder facilitation skills. Experience collaborating with business leaders, architects, developers, cloud engineers, security teams, and operations teams.