Principal ProServe Cloud Architect - Connect and Conversational AI, Amazon Connect Center of Delivery Excellence

Amazon • Austin, TX

13d

About The Position

The Amazon Web Services Professional Services (ProServe) team is seeking an
experienced ProServe Cloud Architect (PCA) to join our team at Amazon Web
Services (AWS). In this role, you'll work closely with customers to understand
their technical requirements and business objectives, designing and implementing
tailored cloud solutions. You'll be a key player in the pre-sales process,
providing technical expertise and guidance throughout the customer's cloud
journey.

In this role, you'll be responsible for creating and leading the solution design
to address customer business outcomes (CBO). Operating as the conduit between
ProServe Account Executives and our Global Delivery Teams, you'll ensure
proposed solutions are realistic, achievable, and optimize ProServe and/or our
partners to maximize CBOs. As a PCA you are a trusted advisor to our customers,
providing guidance on industry trends, emerging technologies, and innovative
solutions to address customer challenges. As a technical SME, you will share
knowledge within the organization, through mentoring, training, creation of
reusable artifacts and process improvements.

Your experience in designing technical solutions within the
technology/consulting sector, will equip you with the ability to architect
complex, scalable, and secure solutions tailored to meet the specific needs of
each customer, translating technical concepts into business value. Your success
as a PCA will be linked to impacting the signing of SOWs, and the successful
implementation of solutions which achieve CBOs while exceeding customer
satisfaction (CSAT) expectations.

Requirements

• Bachelor's degree in Computer Science, Math, or a related field
• 8+ years of experience in cloud architecture, solutioning, and implementation
• 8+ years of experience as a contact center technology architect, enterprise IT Architect or senior contact center solutions architect working with leading contact center technology platforms and applications, such as Amazon Connect, Avaya, Cisco, Genesys, NICE InContact, Salesforce, etc.
• 5+ years designing and implementing NLP/NLU (IVR or chat) solutions using at least one major conversational AI framework (e.g., Rasa, Dialogflow, Lex, or Azure Bot Service) at enterprise scale in a contact center environment
• 5+ years experience in developing solutions, proposals, and SOWs for customers, presenting them to senior customer leaders, and operating as their trusted advisor

Nice To Haves

• Advanced technology degree or AWS Professional level certifications (e.g., Solutions Architect Professional, DevOps Engineer Professional) preferred
• Deep understanding of AWS services across compute, storage, networking, security, databases, machine learning, and serverless technologies
• Knowledge of security and compliance standards (e.g., HIPAA, GDPR)
• Expertise in performance optimization and cost management for cloud environments
• Strong communication skills with the ability to explain technical concepts to both technical and non-technical audiences as part of pre-sales motion.
• Knowledge of Amazon Connect or Amazon Lex capabilities and benefits.
• Experience incorporating generative and agentic AI into the contact center, including architecture design, integration design, and customer experience.

Responsibilities

• Designing complex, scalable, and secure AWS solutions to deliver customer business outcomes (CBOs)
• Providing technical guidance and best practices during pre-sales and implementation phases
• Collaborating with Account Managers and Shared Delivery Teams to ensure proposed solutions are realistic and achievable
• Acting as a trusted advisor to customers on industry trends and emerging technologies
• Sharing knowledge within the organization through mentoring, training, and creating reusable artifacts

Benefits

• 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
• parental leave

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level