Sr. Applied AI Solutions Architect, Amazon Connect

Sr. Applied AI Solutions Architect, Amazon Connect Overview

This role sits within the Applied AI Solutions Architecture team in AWS’s Specialist and Partner organization and focuses on helping customers adopt the AI capabilities of Amazon Connect. The position is highly customer-facing and hands-on, combining solution architecture, applied AI, contact center expertise, and cloud integration work. The team works backward from complex customer problems to shape go-to-market execution and help turn AWS ideas into large-scale business outcomes. A major part of the job is helping customers move from early experimentation into pre-production readiness and, ultimately, production deployment of AI-enabled contact center experiences.

The work centers on Amazon Connect’s AI features and on helping customers make their data, systems, and workflows ready for agentic AI. This includes evaluating whether customer data sources can support reliable AI behavior, identifying gaps in knowledge bases and backend systems, and helping establish the data pipelines and access patterns needed for AI agents to retrieve and act on information correctly. The role also involves close collaboration with product teams so that field learnings and customer feedback can inform future roadmap decisions.

What you will do

• Lead technical discovery conversations with customer teams to understand business objectives, current contact center architecture, and the organization’s readiness for AI adoption, then convert those findings into concrete implementation plans.
• Evaluate customer data readiness by reviewing the quality, accessibility, structure, and governance of sources such as CRMs, knowledge bases, ticketing tools, order management systems, and other operational data stores.
• Identify missing or weak areas in customer data environments and recommend remediation steps so AI agents can use the right information effectively, including for tool use and retrieval-augmented generation.
• Design and configure agentic AI solutions in Amazon Connect, including agent creation, prompt design, model selection, guardrail setup, and integration of tools and actions.
• Architect agent-to-agent collaboration patterns that allow Amazon Connect agents to work with other specialized enterprise agents, such as those supporting billing, order management, or IT support workflows.
• Build serverless integrations using AWS Lambda, API Gateway, Step Functions, Python, Node.js, and related tooling to connect AI agents with customer applications, databases, and knowledge systems.
• Create secure cloud data access designs that support AI agent tool use and RAG-based responses while fitting customer security and architecture requirements.
• Use AI-assisted development environments such as Kiro or similar tools to accelerate implementation through spec-driven development, agent hooks, MCP server configuration, and AI-supported code generation.
• Support customers through testing, evaluation, and validation of AI agent performance before production release, ensuring solutions meet agreed success criteria.
• Run architecture reviews and provide prescriptive guidance to help customers reach production readiness.
• Share technical knowledge internally by delivering deep-dive sessions, documenting implementation patterns, and mentoring other solutions architects on agentic AI approaches.
• Bring customer insights back to internal product teams and help strengthen the Amazon Connect roadmap through field feedback.

A day in this role

• Reviewing customer data readiness, spotting gaps in knowledge base coverage, and advising on data preparation before AI agent configuration begins.
• Designing prompt strategies and comparing how different foundation models perform for the customer’s use case.
• Building Lambda functions and API integrations that act as tools for AI agents.
• Setting up MCP servers so customer APIs, databases, and tools can be exposed in a standardized way for agent consumption.
• Designing A2A workflows where Amazon Connect agents hand work off to, or collaborate with, specialized agents across the enterprise.
• Configuring knowledge bases and data connectors to support retrieval-augmented responses.
• Running evaluation frameworks to measure accuracy, latency, and customer satisfaction for AI agents.
• Participating in architecture reviews and advising on what is needed for production readiness.
• Documenting patterns and contributing to the team’s shared knowledge base.

Team context

The Applied AI Solutions Architecture team acts as the technical link between Amazon Connect customers and the AWS service teams building the next generation of AI-powered contact center capabilities. The team works at the leading edge of agentic AI adoption and helps customers become production-ready with Amazon Connect’s Unlimited AI features. The environment is collaborative, customer-obsessed, and focused on delivering measurable outcomes for complex enterprise use cases.

What the team is looking for

• Experience in a technical domain such as software development, cloud computing, systems engineering, infrastructure, security, networking, or data and analytics.
• Experience designing, implementing, or consulting on applications and infrastructure.
• Strong communication skills with the ability to work across technical and non-technical audiences, including senior stakeholders and clients.
• Experience presenting to executives, IT teams, and business leaders is desirable.
• An AWS certification such as AWS Solutions Architect, or an equivalent cloud credential, is desirable.
• Knowledge of data structures, data modeling, and database schema design is desirable.
• Experience helping customers architect, migrate, transform, or modernize solutions in the cloud is desirable.
• Experience with Amazon Connect or other enterprise contact center platforms such as Genesys, Avaya, Cisco, NICE, or Five9 is desirable.
• Practical experience with Amazon Bedrock, including model invocation, agent creation, knowledge base setup, and guardrails, is desirable.
• A hands-on, customer-focused approach and comfort working in a fast-moving applied AI environment are important for success.

Additional information

Amazon says it is an equal opportunities employer and bases hiring decisions on experience and skills. The company also states that it values diversity and believes an inclusive workforce is central to its success. If you need a disability-related accommodation or adjustment during the application, interview, or onboarding process, Amazon provides a way to request support. The posting also points candidates to Amazon’s privacy notice for details on how personal data is collected, used, and transferred.

No role-specific compensation, bonus, or perk details are included in the text provided. The posting also does not specify a remote or hybrid arrangement; it is listed as a London, UK role.

How to apply

Applicants are directed to use the Amazon.jobs application process for this opening. The page includes an “Apply now” option and links to Amazon’s hiring, accommodations, and privacy resources for candidates who need more information during the application process.

Degree Requirement: Not Specified

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