Sr. Applied AI Solutions Architect, Amazon Connect Amazon TA

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 Connect's 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. Become an AWS Specialist SA! 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. - 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. - Develop and support an AWS internal community of technical subject matter experts worldwide. 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. About AWS AWS values diverse experiences. If your career is just starting, hasn't followed a traditional path, or includes alternative experiences, don't let it stop you from applying. Why AWS? Amazon Web Services (AWS) is the world's most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating - that's why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses. AWS values curiosity and connection. Our employee-led and company-sponsored affinity groups promote inclusion and empower our people to take pride in what makes us unique. Our inclusion events foster stronger, more collaborative teams. Our continual innovation is fueled by the bold ideas, fresh perspectives, and passionate voices our teams bring to everything we do. We're continuously raising our performance bar as we strive to become Earth's Best Employer. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. Bachelor's 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 - Contact center domain expertise including understanding of IVR/IVA design, routing strategies, workforce management, quality management, and CX metrics Experience with CCaaS adjacent capabilities including Analytics, WFM/WFO, CRM technologies. - Experience with Amazon Connect or other enterprise contact center platforms (Genesys, Avaya, Cisco, NICE, Five9, etc.)