Job Overview
This role sits within the Applied AI Solutions Architecture team, part of the AWS Specialist and Partner Organization (ASP). We serve as the technical bridge between Amazon Connect customers and the service teams building AI‑powered contact center capabilities, helping customers become production‑ready with Amazon Connect’s Unlimited AI features.
Key Job Responsibilities
- Lead customer engagements 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, tool/action and Agent‑to‑Agent integration.
- Represent the voice of the customer; bring feedback to product teams to influence feature development and future roadmap.
- Provide advanced technical knowledge to domain‑aligned GTM teams to unblock customers’ largest and most critical business challenges.
- 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.
- Partner with Business Development teams to define the technical components of best‑in‑class GTM concepts, solutions, and initiatives.
- Develop and support an AWS internal community of technical subject‑matter experts worldwide. Create and deliver field enablement for the broader SA population on Amazon Connect.
Basic Qualifications
- 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.
- Demonstrated experience with AI/ML concepts including large language models (LLMs), prompt engineering, retrieval‑augmented generation (RAG), and model evaluation.
- Contact center domain expertise including understanding of IVR/IVA design, routing strategies, workforce management, quality management, and CX metrics.
Preferred Qualifications
- Experience with agentic AI patterns including multi‑agent orchestration, tool use, function calling, chain‑of‑thought reasoning, and autonomous agent workflows.
- Experience with CCaaS adjacent capabilities including Analytics, WFM/WFO, CRM technologies.
- Familiarity with interoperability protocols such as MCP (Model Context Protocol) for standardized tool integration and/or A2A (Agent‑to‑Agent) for multi‑agent communication.
- Experience with Amazon Connect or other enterprise contact center platforms (Genesys, Avaya, Cisco, NICE, Five9, etc.).
Equal Opportunity Employer Statement
Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills and value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice at https://www.amazon.jobs/en/privacy_page to know more about how we collect, use and transfer the personal data of our candidates.
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information.
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