Sr. Applied AI Solutions Architect, Amazon Connect

About the role

The Applied AI Solutions Architecture team is seeking a hands-on, customer-obsessed Solutions Architect to accelerate customer adoption of Amazon Connect's AI capabilities. Applied AI Solutions is part of the AWS Specialist & Partner (ASP) org, which works backwards from our customer’s most complex and business critical problems to build and execute go-to-market plans that turn AWS ideas into multi-billion dollar businesses. We pride ourselves on thinking big, delivering exceptional results for our customers, and working across AWS as #OneTeam.

Responsibilities

• Lead technical discovery sessions with customer teams to understand business requirements, existing contact center architecture, and AI readiness.
• Translate findings into actionable implementation plans.
• Conduct data readiness assessments to evaluate the quality, accessibility, structure, and governance of customer data assets (CRMs, knowledge bases, ticketing systems, order management, etc.).
• Identify data gaps, recommend remediation strategies, and help customers build the data foundation required for effective AI agent tool use and RAG-powered responses.
• Design and configure agentic AI solutions within Amazon Connect, including AI agent creation, AI prompt engineering, model selection, guardrail configuration, and tool/action integration.
• Architect Agent-to-Agent communication patterns that allow Amazon Connect AI agents to collaborate with specialized agents across the enterprise (e.g., billing agents, order management agents, IT support agents), enabling multi-agent workflows that span organizational boundaries.
• Build serverless integrations using AWS Lambda, API Gateway, Step Functions, and scripting (Python, Node.js) to connect Amazon Connect AI agents with customer data systems (CRMs, ERPs, databases, knowledge bases).
• Arcitect secure access patterns to cloud-based data systems to power AI agent tool use and retrieval-augmented generation (RAG).
• Leverage agentic development environments such as Kiro (and similar AI-assisted IDEs) to accelerate development workflows, including spec-driven development, agent hooks, MCP server configuration, and AI-assisted code generation.
• Guide customers through testing, evaluation, and validation of AI agent performance against defined success criteria before production deployment.
• Share learnings, delivering technical deep-dives, and mentoring other SAs on agentic AI implementation patterns.

Qualifications

• 8+ years of specific technology domain areas (e.g. software development, cloud computing, systems engineering, infrastructure, security, networking, data & analytics) experience.
• 3+ years of design, implementation, or consulting in applications and infrastructures experience.
• 10+ years of IT development or implementation/consulting in the software or Internet industries experience.
• Knowledge of database design and implementation or equivalent.
• Experience architecting, migrating, transforming or modernizing customer requirements to the cloud.
• Hands-on experience with Amazon Connect or other enterprise contact center platforms (Genesys, Avaya, Cisco, NICE, Five9, etc.).
• Experience with Amazon Bedrock, including model invocation, agent creation, knowledge base configuration, and guardrails.

Skills

• Customer engagement and problem-solving skills.
• Data readiness assessment and remediation strategies.
• Agentic AI solution design and implementation.
• Serverless integration development.
• Cloud data access and security.
• Agentic IDE proficiency.
• Pre-production validation and testing.
• Field enablement and mentoring.

Benefits

• Comprehensive benefits including medical, dental, vision, prescription, life insurance, AD&D, EAP, mental health support, and flexible spending accounts.
• 401(k) matching.
• Paid time off.
• Parental leave.

Pay

Final compensation will be determined based on factors including experience, qualifications, and location. The base salary range for this position is listed below.

• USA, CA, San Francisco - 176,600.00 - 239,000.00 USD annually
• USA, CO, Denver - 153,600.00 - 207,800.00 USD annually
• USA, IL, Chicago - 153,600.00 - 207,800.00 USD annually
• USA, NY, New York - 169,000.00 - 228,600.00 USD annually
• USA, VA, Herndon - 153,600.00 - 207,800.00 USD annually
• USA, WA, Seattle - 153,600.00 - 207,800.00 USD annually

Schedule

Full-time.