Sr. Applied AI Solutions Architect - Public Sector, Connect

Position Summary

This position is part of the AWS Specialist and Partner Organization (ASP). Specialists own the end‑to‑end go‑to‑market strategy for their respective technology domains, providing the business and technical expertise to help our customers succeed. Partner teams own the strategy, recruiting, development, and growth of our key technology and consulting partners. Together they provide our customers with the expertise and scale needed to build innovative solutions for their most complex challenges.

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.

As an Applied AI Solutions Architect, you will be embedded with customers to help them prepare their Amazon Connect implementations for production by focusing on three critical pillars of agentic AI: model selection, prompt configuration, and tool configuration.

• Lead technical discovery sessions with customer teams to understand business requirements, existing contact center architecture, and AI readiness, translating findings into actionable implementation plans.

• Conduct data readiness assessments to evaluate the quality, accessibility, structure, and governance of customer data assets (CRMs, knowledge bases, ticketing systems, order management, etc.), identify data gaps, and help customers build the data foundation required for effective AI agent tool use and 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 Dynamo
  
  DB, Amazon RDS, Amazon S3, Amazon Open Search, Amazon Kendra/Knowledge Bases for Bedrock) to power AI agent tool use and retrieval‑augmented generation (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, contributing to product roadmap prioritization.

• Pair‑program with customer developers to build and test AI agent configurations, design prompt strategies, and evaluate model performance across different foundation models.

• Configure MCP servers to expose customer APIs, databases, and tools in a standardized format for agent consumption.

• Design A2A workflows where Amazon Connect agents hand off to or collaborate with specialized agents across the customer's enterprise.

• Configure knowledge bases and data connectors for RAG‑powered agent responses.

• Conduct architecture reviews and provide prescriptive guidance for production readiness.

• Document implementation patterns and contribute to the team’s knowledge base.

• Participate in weekly syncs with Connect service teams to share customer feedback and product insights.

The Applied AI Solutions Architecture team is 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…