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 job 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.
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
* Strong written and verbal communication skills, with the ability to present complex technical concepts to both technical and executive audiences
* 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.)
* AWS certifications (Solutions Architect Professional, AI Practitioner, Machine Learning Specialty)
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Company: AWS EMEA SARL (UK Branch)
Job ID: A10390208
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