Senior Applied AI Solutions Architect — Amazon Connect, Applied AI SA - AIVT

Job Overview

Final date to receive applications:
Jul 1, 2026. This position is part of the AWS Specialist and Partner Organization (ASP). The Applied AI Solutions Architecture team within AWS is seeking a hands‑on, customer‑obsessed Solutions Architect to accelerate customer adoption of Amazon Connect’s AI capabilities. The role is part of the AI Velocity Team – a service‑specific approach that assigns dedicated advisory and hands‑on development resources directly to customers to achieve production‑ready outcomes in weeks instead of months.

• Lead technical discovery sessions with customer teams to understand business requirements, existing contact center architecture, and AI readiness, and translate findings into actionable implementation plans.
• Conduct customer data readiness assessments to evaluate the quality, accessibility, structure, and governance of customer data assets (CRMs, knowledge bases, ticketing systems, order management, etc.), identify gaps, recommend remediation strategies, and help build the data foundation required for effective AI agent tool use and retrieval‑augmented generation (RAG) powered responses.
• Design and configure agentic AI solutions within Amazon Connect, including AI agent creation, AI prompt engineering, model selection, guardrail configuration, and tool/action integration.
• Design and deploy Model Context Protocol (MCP) servers that expose customer tools, data sources, and APIs in a standardized format, enabling AI agents to dynamically discover and invoke capabilities across the customer’s technology stack.
• Architect Agent‑to‑Agent (A2A) communication patterns that allow Amazon Connect AI agents to collaborate with specialized agents across the enterprise, enabling multi‑agent workflows that span organizational boundaries.
• Build serverless integrations using AWS Lambda, API Gateway, Step Functions, and scripting (Python, Node.js) to connect Amazon Connect AI agents with customer data systems (CRMs, ERPs, databases, knowledge bases).
• Architect secure access patterns to cloud‑based data systems (Amazon DynamoDB, Amazon RDS, Amazon S3, Amazon Open Search, Amazon Kendra/Knowledge Bases for Bedrock) to power AI agent tool use and RAG.
• Guide customers through testing, evaluation, and validation of AI agent performance against defined success criteria before production deployment.
• Create reusable artifacts (reference architectures, implementation guides, sample code, prompt libraries, data readiness checklists) that scale best practices across the Connect SA community and partner ecosystem.
• Provide feedback to Amazon Connect and Amazon Bedrock product teams based on real‑world customer implementations and contribute to product roadmap prioritization.

• Hands‑on, customer‑obsessed solutions architecture with a technical focus on contact center operations and applied AI.
• Willingness to travel up to 25‑40% for on‑site customer engagements.

• 7+ years of experience in a specific technology domain (e.g., software development, cloud computing, systems engineering, infrastructure, security, networking, data & analytics).
• 3+ years of design, implementation, or consulting in applications and infrastructures.
• Familiarity with interoperability protocols such as MCP (Model Context Protocol) for standardized tool integration and/or A2A (Agent‑to‑Agent) for multi‑agent communication.
• Demonstrated experience with AI/ML concepts including large language models (LLMs), prompt engineering, retrieval‑augmented generation (RAG), and model evaluation.

• Hands‑on experience with Amazon Bedrock, including model invocation, agent creation, knowledge base configuration, and guardrails.
• Experience with agentic AI patterns – multi‑agent orchestration, tool use, function calling, chain‑of‑thought reasoning, and autonomous agent workflows.
• Hands‑on experience building and deploying MCP servers – exposing enterprise tools and APIs via Model Context Protocol for dynamic agent tool discovery and invocation.
• 2+ years of contact center experience, or experience with AWS services or other cloud offerings.

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

Los Angeles County applicants:
Criminal history may have a direct, adverse, and negative relationship with job duties. The company will consider qualified applicants with arrest and conviction records pursuant to the Los Angeles County Fair Chance Ordinance.

San Francisco Fair Chance Ordinance:
The company will consider qualified applicants with arrest and conviction records.