Senior Applied AI Solutions Architect, Amazon Connect, AWS Applied AI Solutions

The Applied AI Solutions Architecture team within AWS is seeking a hands-on customer-obsessed Solutions Architect to accelerate customer adoption of Amazon Connects AI capabilities. This role is part of the AI Velocity Team a service-specific approach that assigns dedicated advisory and hands-on development resources directly to customers to achieve production-ready outcomes in weeks instead of months.

As an Applied AI Solutions Architect you will be embedded with customers to help them prepare their Amazon Connect implementations for production by focusing on three pillars of agentic AI:
Model Selection: Guiding customers through evaluating and selecting the right foundation models (via Amazon Bedrock) for their contact center use cases balancing latency accuracy cost and compliance requirements.

Prompt Engineering: Designing testing and optimizing AI prompts and system instructions for Amazon Connect AI agents including self-service agents answer recommendation agents and custom orchestrator agents.

Tooling: Architecting and building the tool integrations (APIs Lambda functions data connectors knowledge bases) that agentic AI systems use to take actions on behalf of customers and agents. This included configuring MCP (Model Context Protocol) servers for standardized tool discovery and invocation and enabling A2A (Agent-to-Agent) communication patterns for multi-agent orchestration across enterprise systems.

A key dimension of this role is Customer Data Readiness. Assessing preparing and structuring customer data assets so that AI agents can reliably access retrieve and act on the right information. You will help customers evaluate their data landscape identify gaps establish data pipelines and ensure their knowledge bases CRMs and backend systems are AI-ready before agents go live.

You will work at the intersection of contact center operations and applied AI helping customers move from proof-of-concept to pre-production for their Amazon Connect Unlimited AI deployments. This is a deeply technical hands-on role you will write code build integrations configure agents and pair-program with customer engineering teams.




Key job responsibilities
Lead technical discovery sessions to understand customer business requirements contact center architecture and AI readiness translating these into solution designs and implementation plans.

Conduct data readiness assessments across customer systems (CRMs knowledge bases ticketing order management) to identify gaps recommend remediation and establish the data foundation for AI agent tool use and RAG-powered responses.

Design and configure agentic AI solutions within Amazon Connect including multi-agent orchestration prompt engineering model selection guardrails and tool integration.

Deploy Model Context Protocol (MCP) servers to expose customer tools data sources and APIs in a standardized format for dynamic AI agent discovery and invocation.

Architect agent-to-agent communication patterns enabling multi-agent workflows across enterprise boundaries (e.g. billing order management IT support).

Build serverless integrations (Lambda API Gateway Step Functions Python/) connecting AI agents with customer data systems and cloud-based data stores (DynamoDB RDS S3 OpenSearch Kendra/Knowledge Bases for Bedrock).

Leverage agentic development environments (e.g. Kiro) to accelerate spec-driven development MCP configuration and AI-assisted code generation.

Guide customers through AI agent testing evaluation and validation against success criteria prior to production deployment.

Create reusable artifacts (reference architectures implementation guides prompt libraries data readiness checklists) to scale best practices.

A day in the life
Diverse Experiences
AWS values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job 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.

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About the team
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.

This position is part of the Amazon Specialist and Partner Organization (ASP). Specialists own the end-to-end go-to-market strategy for their respective technology domains providing the business and technical expertise to help our customers succeed. Partner teams own the strategy recruiting development and growth of our key technology and consulting partners. Together they provide our customers with the expertise and scale needed to build innovative solutions for their most complex challenges

- Experience in design implementation or consulting in applications and infrastructures
- Experience communicating across technical and non-technical audiences including executive level stakeholders or clients
- 5 years of experience building integrations across AI Agentic AI CRM and contact center solutions or experience with communications protocols and APIs such as WebRTC and SIP or similar CCaaS technology.
- 5 years of experience building integrations across WFM CRM and contact center solutions or experience with communications protocols and APIs such as WebRTC and SIP or similar CCaaS technology
- Experience with complex Contact Center as a Service (CCaaS) implementations

- Experience in infrastructure architecture database architecture and networking
- AWS certification such as AWS Solutions Architect or a similar cloud certification or Associates degree or above
- Knowledge of presentations and whiteboarding skills with a high degree of comfort speaking with internal and external executives IT management and developers
- History of successful technical consulting and/or architecture engagements with large-scale customers or enterprises.

Acknowledgement of country:
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IDE statement:
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