Senior Applied AI SA, Applied AI Acceleration Solutions Architecture

Amazon • Seattle, WA

2d

About The Position

This position is part of the AWS 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.

The Applied AI Solutions Architecture team is 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 Connect's AI
features.

The Applied AI Solutions Architecture team is seeking a hands-on,
customer-obsessed Solutions Architect to accelerate customer adoption of Amazon
Connect's AI capabilities. Applied AI Solutions is part of the AWS Specialist &
Partner (ASP) org, which works backwards from our customer’s most complex and
business critical problems to build and execute go-to-market plans that turn AWS
ideas into multi-billion-dollar businesses. We pride ourselves on thinking big,
delivering exceptional results for our customers, and working across AWS as
#OneTeam.

Are you a customer-obsessed builder with a passion for helping customers achieve
their full potential? Do you have the technical background, customer experience,
and skills necessary to help accelerate customer adoption of Amazon Connect's AI
capabilities? Do you love building new strategic and data-driven businesses?
Join the Applied AI Solutions team as an Amazon Connect Specialist Solutions
Architect!

A critical 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 deployments. 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.

Requirements

• 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. Experience with complex Contact Center as a Service (CCaaS) implementations
• 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

Nice To Haves

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

Responsibilities

• Customer Engagement: Lead technical discovery sessions with customer teams to understand business requirements, existing contact center architecture, and AI readiness. Translate findings into actionable implementation plans.
• Customer Data Readiness: Conduct data readiness assessments to evaluate the quality, accessibility, structure, and governance of customer data assets (CRMs, knowledge bases, ticketing systems, order management, etc.). Identify data gaps, recommend remediation strategies, and help customers build the data foundation required for effective AI agent tool use and RAG-powered responses.
• Agentic AI Implementation: Design and configure agentic AI solutions within Amazon Connect, including AI agent creation, AI prompt engineering, model selection, guardrail configuration, and tool/action integration.
• A2A (Agent-to-Agent) Integration: Architect Agent-to-Agent communication patterns that allow Amazon Connect AI agents to collaborate with specialized agents across the enterprise (e.g., billing agents, order management agents, IT support agents), enabling multi-agent workflows that span organizational boundaries.
• Integration Development: Build serverless integrations using AWS Lambda, API Gateway, Step Functions, and scripting (Python, Node.js) to connect Amazon Connect AI agents with customer data systems (CRMs, ERPs, databases, knowledge bases).
• Cloud Data Access: Architect secure access patterns to cloud-based data systems to power AI agent tool use and retrieval-augmented generation (RAG).
• Agentic IDE Proficiency: Leverage agentic development environments such as Kiro (and similar AI-assisted IDEs) to accelerate development workflows, including spec-driven development, agent hooks, MCP server configuration, and AI-assisted code generation.
• Pre-Production Validation: Guide customers through testing, evaluation, and validation of AI agent performance against defined success criteria before production deployment.
• Field Enablement: Share learnings, delivering technical deep-dives, and mentoring other SAs on agentic AI implementation patterns.

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
• Education Level: Associate degree