Sr. WW Applied AI Specialist SA, Amazon Connect

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.

Specialist Solutions Architects (SSAs) are technologists with deep domain-specific expertise, able to address advanced concepts and feature designs. As part of the AWS sales organization, SSAs work with customers who have complex challenges that require expert-level knowledge to solve. SSAs craft scalable, flexible and resilient technical architectures that address those challenges. This might involve guiding customers as they refactor an application or designing entirely new cloud-based systems. Do you enjoy solving novel and unique technical challenges for customers? Become an AWS Specialist SA!

Key job responsibilities

• Lead customer engaegments 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.

About AWS

Diverse Experiences AWS values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying.

Why AWS? Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that’s why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.

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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 opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.

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

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.