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Sr. Applied AI Solutions Architect, Amazon Connect
Full-time
The AWS Applied AI Solutions Architecture team is seeking a hands-on, customer-obsessed Solutions Architect to accelerate customer adoption of Amazon Connect's AI capabilities. You will work at the intersection of contact center operations and applied AI, helping customers move from proof-of-concept to pre-production, with a critical focus on Customer Data Readiness so AI agents can reliably access and act on the right information.
Key Responsibilities
Lead technical discovery sessions and conduct data readiness assessments across CRMs, knowledge bases, and ticketing systems.
Design and configure agentic AI solutions within Amazon Connect: AI agent creation, prompt engineering, model selection, guardrails, and tool/action integration.
Architect Agent-to-Agent (A2A) communication patterns and build serverless integrations (Lambda, API Gateway, Step Functions) connecting AI agents to customer data systems.
Configure knowledge bases and data connectors for RAG-powered responses and guide customers through testing and validation.
Qualifications
Experience in design, implementation, or consulting in applications and infrastructures, communicating across technical and executive audiences.
Preferred: experience with Amazon Connect or other contact center platforms (Genesys, Avaya, Cisco, NICE, Five9).
Preferred: hands-on experience with Amazon Bedrock, including model invocation, agent creation, knowledge base configuration, and guardrails.
