Senior Specialist Solutions Architect, Amazon Connect

This role sits within the Applied AI Solutions Architecture team which is a part of the AWS Specialist and Partner Organization (ASP). We are the technical bridge between Amazon Connect customers and the service teams building the next generation of AI-powered contact center capabilities. Our team operates at the forefront of agentic AI adoption helping customers become production-ready with Amazon Connects Unlimited AI features.

Specialist Solutions Architects (SSAs) are technologists with deep domain-specific expertise able to address advanced concepts and feature designs. As part of the AWS sales organization SSAs work with customers who have complex challenges that require expert-level knowledge to solve. SSAs craft scalable flexible and resilient technical architectures that address those challenges. This might involve guiding customers as they refactor an application or designing entirely new cloud-based systems. Do you enjoy solving novel and unique technical challenges for customers Become an AWS Specialist SA!



Key job responsibilities
- Lead customer engaegments as the trusted advisor to understand business requirements existing contact center architecture AI readiness and help them technically validate Amazon Connect.
- Design agentic AI solutions within Amazon Connect including AI agent creation AI prompt engineering model selection guardrail configuration and tool/action and Agent-to-Agent integration.
- Represent the voice of the customer; bring customer feedback to product teams to influence feature development and future product roadmap.
- Provide advanced technical knowledge to your domain aligned GTM teams to unblock our customers largest and most critical business challenges.
- Act as a thought leader sharing best practices through forums such as AWS blogs whitepapers reference architectures and public-speaking events such as AWS Summit AWS re: Invent etc.
- Partner with Business Development teams to define the technical components of best in class GTM concepts solutions and initiatives.
- Develop and support an AWS internal community of technical subject matter experts worldwide. Create and deliver field enablement for the broader SA population on Amazon Connect.

About the team
The Amazon Connect Specialists Solutions Architects Team is made up of deep Customer Experience and Enterprise Contact Center domain experts who work directly with our customers to solve their most complex challenges. We stay closely connected to our customers and bring valuable data and insights to our product teams strengthening the product roadmap. Our team is at its best when a customer is thinking big and needs specialized experience to innovate for their business.

About AWS

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- Bachelors degree in computer science engineering mathematics or equivalent or experience in a professional field or military
- Experience communicating across technical and non-technical audiences including executive level stakeholders or clients
- 7 years of experience in solutions architecture software engineering or technical consulting in customer-facing roles
- Demonstrated experience with AI/ML concepts including large language models (LLMs) prompt engineering retrieval-augmented generation (RAG) and model evaluation
- Strong written and verbal communication skills with the ability to present complex technical concepts to both technical and executive audiences
- Contact center domain expertise including understanding of IVR/IVA design routing strategies workforce management quality management and CX metrics

- Experience with agentic AI patterns including multi-agent orchestration tool use function calling chain-of-thought reasoning and autonomous agent workflows
- Experience with CCaaS adjacent capabilities including Analytics WFM/WFO CRM technologies.
- Familiarity with interoperability protocols such as MCP (Model Context Protocol) for standardized tool integration and/or A2A (Agent-to-Agent) for multi-agent communication
- Experience with Amazon Connect or other enterprise contact center platforms (Genesys Avaya Cisco NICE Five9 etc.)
- AWS certifications (Solutions Architect Professional AI Practitioner Machine Learning Specialty)

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