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, a service‐specific approach that assigns dedicated advisory and hands‐on development resources directly to customers to achieve production‐ready outcomes in weeks instead of months.
As an Applied AI Solutions Architect, you will be embedded with customers to help them prepare their Amazon Connect implementations for production by focusing on three pillars of agentic AI: Model Selection, Prompt Engineering, and Tooling.
Model Selection: Guiding customers through evaluating and selecting the right foundation models (via Amazon Bedrock) for their contact center use cases, balancing latency, accuracy, cost, and compliance requirements.
Prompt Engineering: Designing, testing, and optimizing AI prompts and system instructions for Amazon Connect AI agents, including self‐service agents, answer recommendation agents, and custom orchestrator agents.
Tooling: Architecting and building the tool integrations (APIs, Lambda functions, data connectors, knowledge bases) that agentic AI systems use to take actions on behalf of customers and agents. This included configuring MCP (Model Context Protocol) servers for standardized tool discovery and invocation, and enabling A2A (Agent‐to‐Agent) communication patterns for multi‐agent orchestration across enterprise systems.
A key dimension of this role is Customer Data Readiness. Assessing, preparing, and structuring customer data assets so that AI agents can reliably access, retrieve, and act on the right information. You will help customers evaluate their data landscape, identify gaps, establish data pipelines, and ensure their knowledge bases, CRMs, and backend systems are AI‐ready before agents go live.
You will work at the intersection of contact center operations and applied AI, helping customers move from proof‐of‐concept to pre‐production for their Amazon Connect Unlimited AI deployments. This is a deeply technical, hands‐on role, you will write code, build integrations, configure agents, and pair‐program with customer engineering teams.
Key job 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/Knowledge Bases for Bedrock).
* 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
* 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 working with and presenting to C‐level executives, IT, and lines of businesses across organizations or equivalent.
* Experience shaping business strategy for technical products or services for large enterprises or partners.
* Knowledge of presentations and whiteboarding skills with a high degree of comfort speaking with internal and external executives, IT management, and developers.
If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information.
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
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