Senior Applied AI Solutions Architect, Amazon Connect, AWS, AWS Applied AI Solutions

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

Job summary

Amazon, AWS, and AWS Connect are seeking a Senior Applied AI Solutions Architect to accelerate adoption of AI capabilities. You will lead technical discovery, design agentic AI solutions, and deploy MCP-enabled integrations, enabling multi-agent workflows with serverless tooling and real-time data access.

You will work at the intersection of contact center operations and applied AI, pairing-programming with customer teams to move from proof-of-concept to production-ready deployments.

Qualifications

• 5+ years of experience building integrations across WFM, CRM, and contact center solutions.
• Experience with communications protocols and APIs such as WebRTC and SIP or similar CCaaS technology.
• Experience with complex CCaaS implementations.

Responsibilities

• Lead technical discovery sessions to understand customer requirements and translate into designs.
• Design and configure agentic AI solutions within AWS Connect.
• Deploy MCP servers to expose customer tools and data sources for AI agent discovery.
• Architect agent-to-agent communication patterns for multi-agent workflows.
• Build serverless integrations and write code to connect AI agents with data stores.
• Guide customers through AI agent testing and validation before production.

Skills

CCaaS integrations

WebRTC APIs

SIP APIs

APIs

Tools

APIs

Lambda

Node.js

Job description

Senior Applied AI Solutions Architect, Amazon Connect, AWS, AWS Applied AI Solutions

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. This 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.

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 pillars of agentic AI:
Model Selection: Guiding customers through evaluating and selecting the right foundation models (via Amazon Bedrock) for their contact center use cases, balancing latency, accuracy, cost, and compliance requirements.

Prompt Engineering: Designing, testing, and optimizing AI prompts and system instructions for Amazon Connect AI agents, including self-service agents, answer recommendation agents, and custom orchestrator agents.

Tooling: Architecting and building the tool integrations (APIs, Lambda functions, data connectors, knowledge bases) that agentic AI systems use to take actions on behalf of customers and agents. This included configuring MCP (Model Context Protocol) servers for standardized tool discovery and invocation, and enabling A2A (Agent-to-Agent) communication patterns for multi-agent orchestration across enterprise systems.

A key dimension of this role is Customer Data Readiness. Assessing, preparing, and structuring customer data assets so that AI agents can reliably access, retrieve, and act on the right information. You will help customers evaluate their data landscape, identify gaps, establish data pipelines, and ensure their knowledge bases, CRMs, and backend systems are AI-ready before agents go live.

You will work at the intersection of contact center operations and applied AI, helping customers move from proof-of-concept to pre-production for their Amazon Connect Unlimited AI deployments. This is a deeply technical, hands-on role, you will write code, build integrations, configure agents, and pair-program with customer engineering teams.

Key job responsibilities
Lead technical discovery sessions to understand customer business requirements, contact center architecture, and AI readiness, translating these into solution designs and implementation plans.

Conduct data readiness assessments across customer systems (CRMs, knowledge bases, ticketing, order management) to identify gaps, recommend remediation, and establish the data foundation for AI agent tool use and RAG-powered responses.

Design and configure agentic AI solutions within Amazon Connect, including multi-agent orchestration, prompt engineering, model selection, guardrails, and tool integration.

Deploy Model Context Protocol (MCP) servers to expose customer tools, data sources, and APIs in a standardized format for dynamic AI agent discovery and invocation.

Architect agent-to-agent communication patterns enabling multi-agent workflows across enterprise boundaries (e.g., billing, order management, IT support).

Build serverless integrations (Lambda, API Gateway, Step Functions, Python/Node.js) connecting AI agents with customer data systems and cloud-based data stores (DynamoDB, RDS, S3, OpenSearch, Kendra/Knowledge Bases for Bedrock).

Leverage agentic development environments (e.g., Kiro) to accelerate spec-driven development, MCP configuration, and AI-assisted code generation.

Guide customers through AI agent testing, evaluation, and validation against success criteria prior to production deployment.

Create reusable artifacts (reference architectures, implementation guides, prompt libraries, data readiness checklists) to scale best practices.

A day in the life
Diverse Experiences
AWS values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying.

Why AWS?
Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that’s why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.

Inclusive Team Culture
AWS values curiosity and connection. Our employee-led and company-sponsored affinity groups promote inclusion and empower our people to take pride in what makes us unique. Our inclusion events foster stronger, more collaborative teams. Our continual innovation is fueled by the bold ideas, fresh perspectives, and passionate voices our teams bring to everything we do.

Mentorship & Career Growth
We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.

Work/Life Balance
We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve.

About the team
Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating, that’s why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.

This position is part of the Amazon 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

• - 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 Contact Center as a Service (CCaaS) implementations