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Jobs · Consulting · California

Solutions Architect II, AI & Customer Service Technology, Ring & Blink Customer Service Technology

Amazon · Hawthorne, CA · 2 wk ago
ConsultingFull-time

About the role

Ring & Blink Customer Service Technology is seeking a Solutions Architect to design and deliver AI-powered customer service systems at scale. This role integrates Amazon Connect, Salesforce, and large language model (LLM) services, focusing on the intelligent layer that powers voice AI, chat automation, and self-service experiences for millions of Ring and Blink customers.

Responsibilities

  • Design and implement AI-powered contact flow architectures using Amazon Connect, Amazon Bedrock, and Salesforce AI services (AgentForce, Einstein)

  • Own the technical architecture for voice AI systems: IVR-to-LLM handoff patterns, intent classification, real-time transcription pipelines, and containment optimization

  • Architect RAG (Retrieval Augmented Generation) implementations that connect knowledge bases to AI agents for accurate, context-aware customer interactions

  • Lead the Salesforce/Connect convergence architecture, ensuring AI capabilities are natively integrated rather than bolted on

  • Design prompt engineering frameworks and evaluation systems that measure AI output quality, hallucination rates, and customer satisfaction impact

  • Build AI agent orchestration patterns across channels (voice, chat, self-service portals) with consistent fallback and escalation logic

  • Create technical design documents, integration specifications, and architecture diagrams that engineering teams can execute against

  • Partner with AWS service teams on Connect AI features (Connect Assistant, Agent Assist, Q in Connect) to evaluate, pilot, and integrate new capabilities

  • Develop A/B testing frameworks for AI features, measuring containment rate, resolution rate, CSAT, and cost per contact

  • Collaborate with CS Operations, Workforce Management, and Quality Assurance to ensure AI solutions meet operational requirements and scale targets

Qualifications

  • 2+ years of design, implementation, or consulting in applications and infrastructures experience

  • 4+ years of specific technology domain areas (e.g. software development, cloud computing, systems engineering, infrastructure, security, networking, data & analytics) experience

  • 5+ years of IT development or implementation/consulting in the software or Internet industries experience

Preferred Qualifications

  • Experience working within software development or Internet-related industries

  • Experience migrating or transforming legacy customer solutions to the cloud

  • Experience working with AWS technologies from a dev/ops perspective

  • 4+ years of customer service experience, or experience in technical support

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