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.

Benefits

• Comprehensive benefits including health insurance, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage, 401(k) matching, paid time off, and parental leave.
• Amazon also offers sign-on payments and restricted stock units (RSUs) as part of the compensation package.

Pay

• The base salary range for this position is listed below.
• Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location.

Schedule

• Work safely and cooperatively with other employees, supervisors, and staff.
• Adhere to standards of excellence despite stressful conditions.
• Communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service.
• Follow all federal, state, and local laws and Company policies.