Description
The Applied AI Solutions Architecture team within AWS is seeking a hands‐on, customer‐obsessed Solutions Architect to accelerate customer adoption of Amazon Connect's AI capabilities. This role is part of the AI Velocity Team, where advisory and development resources are dedicated to customers to achieve production‐ready outcomes in weeks instead of months.
Responsibilities
* Lead technical discovery sessions to understand customer business requirements, contact center architecture, and AI readiness, translating these into solution designs and implementation plans.
* Conduct data readiness assessments across customer systems (CRMs, knowledge bases, ticketing, order management) to identify gaps, recommend remediation, and establish the data foundation for AI agent tool use and RAG‐powered responses.
* Design and configure agentic AI solutions within Amazon Connect, including multi‐agent orchestration, prompt engineering, model selection, guardrails, and tool integration.
* Deploy Model Context Protocol (MCP) servers to expose customer tools, data sources, and APIs in a standardized format for dynamic AI agent discovery and invocation.
* Architect agent‐to‐agent communication patterns enabling multi‐agent workflows across enterprise boundaries (e.g., billing, order management, IT support).
* Build serverless integrations (Lambda, API Gateway, Step Functions, Python/Node.js) connecting AI agents with customer data systems and cloud‐based data stores (DynamoDB, RDS, S3, OpenSearch, Kendra).
* Leverage agentic development environments (e.g., Kiro) to accelerate spec‐driven development, MCP configuration, and AI‐assisted code generation.
* Guide customers through AI agent testing, evaluation, and validation against success criteria prior to production deployment.
* Create reusable artifacts (reference architectures, implementation guides, prompt libraries, data readiness checklists) to scale best practices.
Basic Qualifications
* 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.
* 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.
Preferred Qualifications
* Experience in infrastructure architecture, database architecture, and networking.
* AWS certification (e.g., AWS Solutions Architect) or a related cloud certification, or an Associate's degree or higher.
* Knowledge of presentations and whiteboarding skills with a high degree of comfort speaking with internal and external executives, IT management, and developers.
* History of successful technical consulting and/or architecture engagements with large‐scale customers or enterprises.
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, please visit the Amazon hiring accommodations page for more information.
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