Solutions Architect II, AI & Customer Service Technology, Ring & Blink Customer Service Technology

Amazon • Hawthorne, CA

8d • $131,300 - $177,600 • Onsite

About The Position

Ring & Blink Customer Service Technology is looking for a Solutions Architect to design and deliver AI-powered customer service systems at scale. This role sits at the intersection of Amazon Connect, Salesforce, and large language model (LLM) services, architecting the intelligent layer that powers voice AI, chat automation, and self-service experiences for millions of Ring and Blink customers.

You will own the end-to-end technical architecture for our contact center AI stack: designing LLM integration patterns with Amazon Bedrock, building AI agent orchestration across voice and chat channels, and driving the convergence of our Salesforce CRM and Amazon Connect platforms into a unified, AI-native system. This is not a traditional infrastructure role. You are the person who translates business problems into AI-powered solutions, validates them with data, and ships them into production.

We are a team that builds fast, measures everything, and treats AI as a core capability rather than an experiment. You will work directly with CS Operations leadership, product managers, and engineering to design systems that increase automation, reduce cost per contact, and improve the customer experience.

Requirements

• 2+ years of design, implementation, or consulting in applications and infrastructures experience
• 4+ years of specific technology domain areas (e.g. software development, cloud computing, systems engineering, infrastructure, security, networking, data & analytics) experience
• 5+ years of IT development or implementation/consulting in the software or Internet industries experience

Nice To Haves

• Experience working within software development or Internet-related industries
• Experience migrating or transforming legacy customer solutions to the cloud
• Experience working with AWS technologies from a dev/ops perspective
• 4+ years of customer service experience, or experience in technical support

Responsibilities

• Design and implement AI-powered contact flow architectures using Amazon Connect, Amazon Bedrock, and Salesforce AI services (AgentForce, Einstein)
• Own the technical architecture for voice AI systems: IVR-to-LLM handoff patterns, intent classification, real-time transcription pipelines, and containment optimization
• Architect RAG (Retrieval Augmented Generation) implementations that connect knowledge bases to AI agents for accurate, context-aware customer interactions
• Lead the Salesforce/Connect convergence architecture, ensuring AI capabilities are natively integrated rather than bolted on
• Design prompt engineering frameworks and evaluation systems that measure AI output quality, hallucination rates, and customer satisfaction impact
• Build AI agent orchestration patterns across channels (voice, chat, self-service portals) with consistent fallback and escalation logic
• Create technical design documents, integration specifications, and architecture diagrams that engineering teams can execute against
• Partner with AWS service teams on Connect AI features (Connect Assistant, Agent Assist, Q in Connect) to evaluate, pilot, and integrate new capabilities
• Develop A/B testing frameworks for AI features, measuring containment rate, resolution rate, CSAT, and cost per contact
• Collaborate with CS Operations, Workforce Management, and Quality Assurance to ensure AI solutions meet operational requirements and scale targets

Benefits

• sign-on payments
• restricted stock units (RSUs)
• 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: No Education Listed