Senior Specialist Solutions Architect, Amazon Connect
Core
Technical bridge between Amazon Connect customers and service teams, designing agentic AI solutions for contact center capabilities.
Role type
Senior Specialist Solutions Architect (AI/Contact Center)
Builds
Scalable, flexible, resilient technical architectures for AI-powered contact center systems.
Domain
Cloud computing, Artificial Intelligence (Agentic AI, LLMs), Customer Experience (Contact Centers)
Deliverable
production ML models | product features
Required skills
Solutions architecture, AI/ML concepts (LLMs, prompt engineering, RAG), Contact center domain (IVR/IVA, routing, WFM), Technical consulting, Stakeholder communication
Preferred skills
Agentic AI patterns (multi-agent orchestration, tool use, function calling), CCaaS platforms (Genesys, Avaya, Cisco), Interoperability protocols (MCP, A2A)
Technologies
Amazon Connect, LLMs, MCP, A2A
Responsibilities
Lead customer engagements as trusted advisor, Design agentic AI solutions within Amazon Connect, Represent customer voice to product teams, Provide advanced technical knowledge to GTM teams, Act as thought leader via blogs and public speaking, Partner with Business Development on GTM concepts
Seniority
Senior, hands-on IC