Senior Solutions Engineer AWS AI, Agentic Automation & Contact Centre Platforms

Job Location: Braga, Lisboa, Lodz, Katowice, Heredia

Location Flexibility: Multiple Locations Globally

Req Id: 8372

Posting Start Date: 7/3/26

At Fujitsu, our purpose is to make the world more sustainable by building trust in society through innovation. Founded in Japan in 1935, Fujitsu has been a pioneer in technology and innovation for decades. Today, as a world-leading digital transformation partner, we are committed to transforming business and society in the digital age.

With approximately 130,000 employees across over 50 countries, Fujitsu offers a broad range of products, services, and solutions. We collaborate with our customers to co-create solutions that drive enterprise-wide digitalization while actively working to address social issues and contribute to the United Nations Sustainable Development Goals (SDGs).

Senior Solutions Engineer – AWS AI, Agentic Automation & Contact Centre Platforms

Join Us

We are building the next generation of AI-powered customer service platforms where AI agents work alongside people to transform how support is delivered.

We are looking for an exceptional

Senior Solutions Engineer

who combines strong hands-on engineering skills with architecture thinking, customer awareness, and a passion for building real-world AI solutions.

This role goes beyond traditional software development. You will help design and deliver

AI Agents, agentic workflows, autonomous service operations, and intelligent automation platforms

that reduce manual effort, improve customer experience, and unlock new ways of working.

Using Amazon Web Services services such as Amazon Connect, Amazon Bedrock, AWS Lambda, APIs, orchestration tools, and cloud-native engineering practices, you will turn ideas into scalable production solutions with measurable impact.

Why This Role Matters

You will help shape how AI is used in real operations, including:

• AI agents that resolve customer issues end-to-end

• AI agents that support human agents in real time

• Autonomous workflows that remove repetitive manual tasks

• Multi-step agentic solutions that reason, decide, and take action safely

• Human + AI operating models that improve speed, quality, and efficiency

• New customer experiences powered by conversational AI and automation

This is an opportunity to work at the leading edge of practical enterprise AI — not just experimentation, but real production outcomes.

The Role

This is a hybrid role with a strong delivery focus:

• 60% Hands-on Builder – engineering, integrations, AI solutions, prototyping, troubleshooting

• 20% Team Lead – mentoring, work allocation, standards, technical guidance

• 10% Architect – solution design, scalable patterns, technical decision making

• 10% Customer Consultant – workshops, demos, requirements shaping, stakeholder engagement

What You’ll Be Doing

Solution Development & Engineering Delivery

• Design, build, and enhance scalable cloud solutions using AWS technologies including Amazon Connect, Bedrock, Lambda, API Gateway, S3, Step Functions, and related services.

• Develop omnichannel customer experiences across voice, chat, email, and digital support channels.

• Build AI-powered automation using GenAI, workflow orchestration, APIs, and enterprise integrations.

• Design and implement AI agents, virtual agents, copilots, autonomous workflows, and agentic solutions.

• Build AI systems capable of retrieving knowledge, making decisions, taking actions, and escalating intelligently when human support is required.

• Deliver Retrieval-Augmented Generation (RAG) solutions using enterprise knowledge sources and APIs.

• Design human-in-the-loop journeys where AI and people work seamlessly together.

• Build specialist AI workers for use cases such as ticket triage, password reset, diagnostics, approvals, workflow execution, and customer self-service.

• Integrate solutions with platforms such as ServiceNow, identity services, collaboration platforms, CRM systems, and internal tools.

• Rapidly prototype new AI ideas and convert successful concepts into production-grade solutions.

• Measure AI effectiveness through containment, automation, speed, quality, CSAT, and operational efficiency outcomes.

• Troubleshoot complex issues across application, cloud, integration, and customer journey layers.

Software Engineering

• Build secure, maintainable, high-quality applications primarily using Python.

• Develop APIs, middleware, automation services, and modern web interfaces.

• Write clean, testable code following strong engineering standards.

• Contribute to peer reviews, refactoring, and continuous improvement.

Solution Architecture

• Translate business requirements into scalable end-to-end technical solutions.

• Support architecture design through diagrams, technical options, estimates, and delivery approaches.

• Recommend best-fit patterns balancing speed, cost, resilience, maintainability, and AI governance.

• Ensure solutions are secure, supportable, observable, and production ready.

Customer Engagement

• Participate in customer and stakeholder discussions to understand goals, pain points, and transformation opportunities.

• Contribute to workshops, discovery sessions, technical deep dives, and design discussions.

• Present ideas, demos, and AI solutions clearly to both business and technical audiences.

• Support innovation sessions and customer confidence-building activities.

Team Leadership

• Mentor junior and mid-level engineers.

• Support work allocation, prioritisation, and delivery coordination within the team.

• Help drive coding standards, quality engineering, and best practice.

• Act as a senior technical point of contact for complex issues.

Cloud, DevOps & Governance

• Manage infrastructure through Terraform and modern CI/CD pipelines.

• Use GitHub-based workflows for version control and delivery automation.

• Improve monitoring, logging, alerting, and operational visibility.

• Apply secure-by-design principles including IAM, encryption, secrets management, auditability, and responsible AI controls.

What We’re Looking For

Core Skills & Experience

• Strong hands-on experience with Amazon Web Services

• Strong experience with Amazon Connect

• Strong Python engineering capability

• Experience building APIs and systems integrations

• Experience with Terraform / Infrastructure as Code

• Strong debugging, troubleshooting, and problem-solving skills

• Experience designing scalable cloud solutions

• Ability to work directly with stakeholders and translate needs into delivery outcomes

AI & Agentic Automation Experience

• Experience delivering AI agents, virtual agents, copilots, or intelligent automation solutions in production environments

• Experience with Amazon Bedrock or similar LLM platforms

• Strong understanding of RAG, prompt design, orchestration, grounding, memory/context handling, and AI guardrails

• Experience designing agentic workflows that combine reasoning, tools, APIs, and automation steps

• Experience integrating AI with enterprise workflows and operational systems

• Understanding of responsible AI, governance, security, and human oversight controls

• Ability to balance innovation with measurable operational value

Desirable Skills

• Experience with ServiceNow integrations

• Microsoft Teams or collaboration platform integrations

• Telephony / IVR / CTI experience

• Microsoft Azure experience

• Agile / Scrum delivery experience

• Contact centre transformation experience

• Presales or consulting exposure

What Success Looks Like In Your First 6 Months

• Deliver new AI-powered customer journeys, agentic automations, and measurable service improvements

• Build AI solutions that reduce manual workload and improve customer outcomes

• Improve platform reliability, scalability, and deployment maturity

• Build prototypes and demos that shape future customer opportunities

• Strengthen enterprise integrations and developer tooling

• Raise engineering standards across the team

• Become a trusted technical advisor to internal stakeholders and customers

• Help turn AI innovation into real operational value

Why Join Us

• Work on real AI solutions used in live operations

• Build the future of agentic enterprise automation

• High ownership role with visible business impact

• Modern AWS engineering environment

• Opportunity to shape future architecture and products

• Flexible working model

• Strong growth path into Lead Engineer / Architect roles

• Work with ambitious teams solving meaningful customer problems

Preferred Experience Level

• 7+ years software engineering experience

• 3+ years AWS cloud-native delivery

• 2+ years contact centre, customer service, or Amazon Connect experience

• Experience leading workstreams or mentoring engineers

Relocation Supported: No

Visa Sponsorship Approved: No

At Fujitsu, we are committed to an inclusive recruitment process that values the diverse backgrounds and experiences of all applicants. We believe that hiring people from a wide variety of backgrounds makes us stronger, not because it's the right thing to do, but because it allows us to draw on a wider range of perspectives and life experiences.