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.
Position Purpose
The Solutions Engineer – AWS Contact Center Practice will support pre-sales, solution development, and go-to-market initiatives within TTEC Digital’s AWS practice. This role focuses on designing scalable AWS contact center solutions, building customer-facing demonstrations, creating reusable technical assets, and enabling delivery teams with best practices and accelerators.
Location: Hyderabad, India
Key Responsibilities
Solution Development & Pre-Sales Support
Develop technical solutions and architecture diagrams for customer proposals and RFP responses.
Create detailed effort estimates and Scopes of Work (SOWs).
Translate business requirements into actionable technical delivery plans.
Support RFP/RFI responses with solution narratives and technical estimations.
Collaborate with Solutions Architects to refine and validate designs.
Demonstration & Proof-of-Concept Development
Build customer-facing demonstrations and POCs showcasing AWS contact center capabilities.
Create reusable demo environments and technical accelerators.
Develop reference architectures and implementation patterns for common use cases.
Enablement & Documentation
Produce technical documentation, solution guides, and best-practice materials.
Develop go-to-market collateral including solution briefs and white papers.
Maintain internal knowledge base of AWS contact center integrations and patterns.
Technical Expertise
Hands-on experience with Amazon Connect.
Strong knowledge of AWS services including AWS Lambda, Amazon Lex, S3, Amazon DynamoDB, and CloudFormation/CDK.
Experience developing integrations within Amazon Connect.
Experience with contact center platforms such as Genesys Cloud CX, Avaya, Cisco, or Five9.
Ability to create architecture diagrams using Lucidchart, draw.io, or AWS Architecture icons.
Familiarity with Infrastructure as Code tools (Terraform, CloudFormation, CDK).
Knowledge of AI/ML services such as Lex, Bedrock, Transcribe, and Comprehend.
Competency
Strong technical writing skills (SOWs, RFP responses, proposals).
Customer-facing presentation and demo skills.
Ability to influence solution strategy and collaborate cross-functionally.
Strong analytical and solution design mindset.
Ability to work independently while supporting multiple pre-sales engagements.
Technology Stack
AWS Services: Amazon Connect, AWS Lambda, Amazon Lex, S3, Amazon DynamoDB, CloudFormation, CDK
IaC Tools: Terraform, CloudFormation, CDK
Contact Center Platforms: Genesys Cloud CX, Avaya, Cisco, Five9
AI/ML Services: Lex, Bedrock, Transcribe, Comprehend
Diagramming Tools: Lucidchart, draw.io
Education, Experience and Certification
Required:
7+ years of experience in technical pre-sales, solutions engineering, or contact center consulting.
Bachelor’s degree in Computer Science, Engineering, or related field (or equivalent experience).
Preferred:
AWS Certifications (Solutions Architect, Developer, or specialty certifications).
Experience with CTI integrations (Salesforce, ServiceNow, Microsoft Dynamics).
Experience building enterprise-level demos and proof-of-concepts.
