Senior Solutions Architect Telco Customer Experience Transformation, AWS Industries, Telco

Imagine being part of a team where your ideas have the potential to transform some of the worlds largest Enterprise and Telecommunications companies. Amazon Web Services (AWS) is seeking an experienced Solutions Architect to partner with industry-leading telco customers on their customer experience transformation journeys. AWS is committed to being the best place to build the worlds most useful AI agents - and this role sits at the center of that mission for the telecommunications industry.

In this highly technical and customer-facing role you will engage directly with customers to understand their business drivers assess technology requirements and design reliable scalable and commercially compelling solutions on AWS. The problem domains are focused and high-impact: contact center modernization agentic omnichannel orchestration AI-powered customer journey transformation conversational AI and voice AI and OSS/BSS integration. You will leverage AWS services including Amazon Connect Bedrock AgentCore Nova Sonic and the broader agentic AI stack to solve real business problems for some of the worlds largest telecoms.

As a trusted customer advocate you will help organizations understand best practices around advanced cloud solutions and provide strategic guidance on modernizing legacy contact center infrastructure. You will build deep relationships with senior technical leaders to enable them as cloud advocates within their companies. A core responsibility is enabling customers on the value proposition of AWS through hands-on development sessions deep architectural discussions workshops and cloud acceleration programs where you work side-by-side with customer teams to build prototypes and proof-of-concepts. You are comfortable operating in ambiguity - taking an ill-defined customer problem and rapidly translating it into a testable architecture a working demo or a compelling value narrative. You experiment fast learn faster and know when to be scrappy versus when to be rigorous.

You will drive revenue growth across a focused set of telco customers by formulating and executing sales strategies in partnership with the AWS Sales team. This involves mobilizing internal AWS resources and the partner ecosystem to ensure successful solution builds and deployments on AWS. You will also act as a liaison between customers and AWS service teams synthesizing observations from customer engagements to help shape the roadmap of AWS features and services your customer feedback directly informs roadmap priorities for Amazon Connect Amazon Bedrock and agentic AI services. Additionally you will capture and share best practice knowledge across AWS including authoring customer-facing content like whitepapers code samples and blog posts.

The ideal candidate has deep expertise in contact center architecture and CX transformation with hands-on experience across at least two of: CCaaS platforms (Amazon Connect strongly preferred) conversational AI and voicebots agentic AI systems CRM/CDP integration or omnichannel journey orchestration. Familiarity with telco-specific constraints - legacy IVR migration SIPREC SIP/RTP BSS integration regulatory complexity - is a strong differentiator. Breadth matters but the ability to go deep on a customer problem and build something real is non-negotiable. The ability to earn technical trust quickly - through demonstrated competence intellectual honesty and hands-on credibility - is as important as communication style. Strong interpersonal skills are required to effectively communicate with all customer stakeholders from developers and team leads to engineering directors and CXOs.

This is a role for someone who is energized by the early innings of a major industry shift - where the playbook is still being written the tools are evolving weekly and the opportunity to define how telcos use agentic AI to transform customer experience is genuinely open.

Key job responsibilities
Partner with customers to understand their technical and business requirements assess contact center and CX technology portfolios and guide their AWS adoption strategy - with a focus on contact center modernization agentic omnichannel transformation and AI-powered customer journey architecture.
Build deep trusted advisor relationships with senior technical leaders and CX executives to enable them as cloud advocates within their organizations accelerating the shift from legacy IVR and CCaaS platforms to modern agentic customer experience architectures on AWS.
Drive revenue growth across a focused set of telco and enterprise customers by formulating and executing sales strategies in partnership with AWS Sales teams mobilizing internal AWS resources and the partner ecosystem to ensure successful solution builds and deployments on AWS.
Design and architect scalable resilient and production-ready agentic CX solutions leveraging Amazon Connect Bedrock AgentCore Nova Sonic and the broader AWS AI stack - translating complex customer requirements into working architectures that deliver measurable business outcomes across customer care self-service and omnichannel engagement.
Enable customers on the value proposition of AWS through hands-on development sessions deep architectural discussions workshops and cloud acceleration programs where you work side-by-side with customer teams to build prototypes and proof-of-concepts. You move fast operate in ambiguity and know how to get something working before the requirements are perfect.
Collaborate across AWS teams - including Amazon Connect Amazon Bedrock and industry SA communities - to develop and refine reference architectures repeatable solution patterns and GTM mechanisms for telco CX transformation at scale.
Act as a liaison between customers and AWS service engineering teams synthesizing field observations to directly influence the roadmap of Amazon Connect Amzon Bedrock AgentCore and related agentic AI services.
Represent AWS within the telecommunications and enterprise CX community through thought leadership public speaking and industry engagement - including events analyst briefings and customer-facing forums.
Assist partners in designing and implementing large-scale contact center transformation and cloud migration programs with particular focus on legacy platform displacement and agentic AI adoption.
Capture and share best-practice knowledge through customer-facing publications - whitepapers code samples reference architectures and blog posts - that advance the industrys understanding of agentic CX on AWS.

A day in the life
As an AWS Solutions Architect you will partner with customers AWS Sales teams and internal AWS groups to craft highly scalable flexible and resilient cloud architectures that solve customer business challenges and accelerate their adoption of AWS services. Your typical day will involve a dynamic mix of customer engagements solution design and continuous learning.

You will act as a trusted customer advocate helping telecommunications and enterprise organizations understand best practices for cloud-based solutions. You will shape strategies to build mindshare and broaden the use of AWS across customer organizations utilizing your ability to think strategically about business products and technical complexities. A key part of your role involves working side-by-side with customer teams in hands-on development sessions building prototypes and proof-of-concepts that demonstrate the art of the possible.

Your creativity will be channeled into developing new architectural patterns reference implementations and technical content to share across AWS in the form of whitepapers code samples solution guides and blog posts. You will evangelize AWS technology and telecommunications-specific solutions through workshops customer enablement sessions user groups public speaking engagements online videos and industry conferences.

Your day will strike a balance between customer meetings designing solutions proof-of-concept implementations continuous learning and knowledge sharing. The AWS Solutions Architecture team provides an open environment with self-paced learning instructor-led training hands-on projects job shadowing and mentorship opportunities to expand your AWS services expertise and deepen your understanding of telecommunications industry challenges. You will bring an insatiable curiosity to understand how technology works and achieve outcomes that delight customers. By working backwards from defined customer outcomes you deliver results that drive measurable business value.

About the team
AWS values diverse experiences. Even if you do not meet all of the qualifications and skills listed in the 8 description we encourage candidates to apply. If your career is just starting hasnt followed a traditional path or includes alternative experiences dont let it stop you from applying.

Why AWS
Amazon Web Services (AWS) is the worlds most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating thats why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.

Inclusive Team Culture
Here at AWS its in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences inspire us to never stop embracing our uniqueness.

Mentorship & Career Growth
Were continuously raising our performance bar as we strive to become Earths Best Employer. Thats why youll find endless knowledge-sharing mentorship and other career-advancing resources here to help you develop into a better-rounded professional.

Work/Life Balance
We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home theres nothing we cant achieve in the cloud.

- 8 years of specific technology domain areas (e.g. software development cloud computing systems engineering infrastructure security networking data & analytics) experience
- 3 years of design implementation or consulting in applications and infrastructures experience
- 10 years of IT development or implementation/consulting in the software or Internet industries experience

- 5 years of infrastructure architecture database architecture and networking experience
- Knowledge of SAP systems (like SAP Business Suite S/4HANA SAP Business Warehouse SAP HANA SAP Business Objects etc.) and their architecture and infrastructure needs
- Experience working with end user or developer communities
- Experience managing relationships with SAP customers and partners
- Experience in SAP S/4HANA SAP Cloud Platform SAP Cloud ERP and Cloud ERP Private
- Experience in SAP clean core design concepts including design and build using non-SAP technologies in domains such as Generative / Agentic AI and data & analytics

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status disability or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process including support for the interview or onboarding process please visit for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience qualifications and location. Amazon also offers comprehensive benefits including health insurance (medical dental vision prescription Basic Life & AD&D insurance and option for Supplemental life plans EAP Mental Health Support Medical Advice Line Flexible Spending Accounts Adoption and Surrogacy Reimbursement coverage) 401(k) matching paid time off and parental leave. Learn more about our benefits at WA Seattle - 153600.00 - 207800.00 USD annually