Sr. Applied AI Solutions Architect, Amazon Connect

Sr. Applied AI Solutions Architect, Amazon Connect

Job ID: | AWS EMEA SARL (France Branch)

This role sits within the Applied AI Solutions Architecture team, which is a part of the AWS Specialist and Partner Organization (ASP). We are the technical bridge between Amazon Connect customers and the service teams building the next generation of AI‑powered contact center capabilities. Our team operates at the forefront of agentic AI adoption, helping customers become production‑ready with Amazon Connect's Unlimited AI features.

Key Responsibilities

• Lead customer engagements as the trusted advisor to understand business requirements, existing contact center architecture, AI readiness and help them technically validate Amazon Connect.
• Design agentic AI solutions within Amazon Connect, including AI agent creation, AI prompt engineering, model selection, guardrail configuration, and tool/action and Agent‑to‑Agent integration.
• Represent the voice of the customer; bring customer feedback to product teams to influence feature development and future product roadmap.
• Provide advanced technical knowledge to your domain aligned GTM teams to unblock our customers’ largest and most critical business challenges.
• Act as a thought leader sharing best practices through forums such as AWS blogs, whitepapers, reference architectures and public‑speaking events such as AWS Summit, AWS re:Invent, etc.
• Partner with Business Development teams to define the technical components of best‑in‑class GTM concepts, solutions, and initiatives.
• Develop and support an AWS internal community of technical subject matter experts worldwide. Create and deliver field enablement for the broader SA population on Amazon Connect.

About the team

The Amazon Connect Specialists Solutions Architects Team is made up of deep Customer Experience and Enterprise Contact Center domain experts who work directly with our customers to solve their most complex challenges. We stay closely connected to our customers and bring valuable data and insights to our product teams, strengthening the product roadmap. Our team is at its best when a customer is thinking big and needs specialized experience to innovate for their business.

Basic Qualifications

• Bachelor's degree in computer science, engineering, mathematics or equivalent, or experience in a professional field or military
• Experience communicating across technical and non‑technical audiences, including executive level stakeholders or clients
• 7+ years of experience in solutions architecture, software engineering, or technical consulting in customer‑facing roles
• Demonstrated experience with AI/ML concepts including large language models (LLMs), prompt engineering, retrieval‑augmented generation (RAG), and model evaluation
• Contact center domain expertise including understanding of IVR/IVA design, routing strategies, workforce management, quality management, and CX metrics

Preferred Qualifications

• Experience with agentic AI patterns including multi‑agent orchestration, tool use, function calling, chain‑of‑thought reasoning, and autonomous agent workflows
• Experience with CCaaS adjacent capabilities including Analytics, WFM/WFO, CRM technologies
• Familiarity with interoperability protocols such as MCP (Model Context Protocol) for standardized tool integration and/or A2A (Agent‑to‑Agent) for multi‑agent communication
• Experience with Amazon Connect or other enterprise contact center platforms (Genesys, Avaya, Cisco, NICE, Five9, etc.)

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.