Senior AI Solutions Architect — Embedded AI for Contact Centers

Amazon; Victoria; On-site; AUD 180,000 - 240,000; Full time

Job summary

Amazon Web Services (AWS) is seeking a hands-on Applied AI Solutions Architect to accelerate production-ready deployments of Amazon Connect's AI capabilities. You will embed with customers, lead discovery, and design multi-agent orchestrations that integrate with CRMs, data stores, and knowledge bases.

You will write code, build integrations, configure agents, and pair-program with customer engineering teams, focusing on data readiness, prompt engineering, model selection, and tool integration

Qualifications

• 5+ years of experience building integrations across WFM, CRM, and contact center solutions or experience with communications protocols and APIs such as WebRTC and SIP or similar CCaaS technology.
• Experience with complex CCaaS implementations.
• Experience working with and presenting to C-level executives, IT, and lines of businesses across organizations or equivalent.
• Experience shaping business strategy for technical products or services for large enterprises or partners.
• Knowledge of presentations and whiteboarding skills with executives, IT management, and developers.

Responsibilities

• Lead technical discovery sessions to translate requirements into solution designs and implementation plans.
• Conduct data readiness assessments across CRMs, knowledge bases, ticketing, and order management.
• Design and configure agentic AI solutions within Amazon Connect, including multi-agent orchestration and tool integration.
• Deploy MCP servers to expose customer tools, data sources, and APIs for AI agent discovery and invocation.
• Architect agent-to-agent communication for multi-agent workflows across enterprise boundaries.
• Build serverless integrations (Lambda, API Gateway, Step Functions, Python/Node.js) connecting AI agents with data systems.
• Leverage agentic development environments to accelerate spec-driven development and MCP configuration.
• Guide customers through AI agent testing, evaluation, and validation prior to production deployment.
• Create reusable artifacts (reference architectures, implementation guides, prompt libraries, data readiness checklists).

Skills

CCaaS integrations

WebRTC

SIP

Executive presentation

Job description

Amazon Web Services (AWS) is seeking a hands-on Applied AI Solutions Architect to accelerate production-ready deployments of Amazon Connect's AI capabilities. You will embed with customers, lead discovery, and design multi-agent orchestrations that integrate with CRMs, data stores, and knowledge bases.

You will write code, build integrations, configure agents, and pair-program with customer engineering teams, focusing on data readiness, prompt engineering, model selection, and tool integration