Sr. Applied AI Solutions Architect, Amazon Connect

Overview

Are you a customer‑obsessed builder with a passion for helping customers achieve their full potential? Do you have the technical background, customer experience, and skills necessary to help accelerate customer adoption of Amazon Connect's AI capabilities? Do you love building new strategic and data‑driven businesses? Join the Applied AI Solutions team as an Amazon Connect Specialist Solutions Architect!

Key job responsibilities

• Customer Engagement: Lead technical discovery sessions with customer teams to understand business requirements, existing contact center architecture, and AI readiness. Translate findings into actionable implementation plans.
• Customer Data Readiness: 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.
• Agentic AI Implementation: Design and configure agentic AI solutions within Amazon Connect, including AI agent creation, AI prompt engineering, model selection, guardrail configuration, and tool/action integration.
• A2A (Agent‑to‑Agent) 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.
• Integration Development: 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).
• Cloud Data Access: Architect secure access patterns to cloud‑based data systems to power AI agent tool use and retrieval‑augmented generation (RAG).
• Agentic IDE Proficiency: 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.
• Pre‑Production Validation: Guide customers through testing, evaluation, and validation of AI agent performance against defined success criteria before production deployment.
• Field Enablement: Share learnings, deliver technical deep‑dives, and mentor other SAs on agentic AI implementation patterns.

A day in the life

• Conduct data readiness assessments, identify gaps in knowledge base coverage, and recommend data preparation steps before AI agent configuration.
• Design prompt strategies and evaluate model performance across different foundation models.
• Build Lambda functions and API integrations that serve as tools for AI agents.
• Configure MCP servers to expose customer APIs, databases, and tools in a standardized format for agent consumption.
• Design A2A workflows where Amazon Connect agents hand off to or collaborate with specialized agents across the customer's enterprise.
• Configure knowledge bases and data connectors for RAG‑powered agent responses.
• Run evaluation frameworks to measure AI agent accuracy, latency, and customer satisfaction.
• Conduct architecture reviews and provide prescriptive guidance for production readiness.
• Document implementation patterns and contribute to the team's knowledge base.

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 communication protocols and APIs such as WebRTC, SIP, or similar CCaaS technology. Experience with complex Contact Center as a Service (CCaaS) implementations.
• 5+ years of experience building integrations across WFM, CRM, and contact center solutions or experience with communication protocols and APIs such as WebRTC, SIP, or similar CCaaS technology.
• Experience with complex CCaaS implementations.

Preferred Qualifications

• Experience in infrastructure architecture, database architecture, and networking.
• Strong presentation skills with a high degree of comfort speaking with executives, IT management, and developers.
• History of successful technical consulting and/or architecture engagements with large‑scale customers or enterprises.
• AWS Solution Architecture certification or relevant cloud expertise.

EEO Statement

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