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. Do you enjoy solving novel and unique technical challenges for customers? Become an AWS Specialist SA!. Lead customer engagements as the trusted advisor to understand business requirements, existing contact center architecture, AI readiness and help them technically validate Amazon Connect.
Responsibilities
- 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.
- Represent the voice of the customer; bring customer feedback to product teams to influence feature development and future product roadmap.
- Provide advanced technical knowledge to your domain aligned GTM teams to unblock our 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.
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.
- 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
Amazon is an equal‑opportunity employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. Your privacy and the security of your data is a top priority. For information about our privacy practices, consult our privacy notice.
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