AI-Powered Contact Center Architect

Amazon; Hawthorne (CA); On-site; USD 131,300 - 177,600; Full time

Job summary

Amazon is seeking a Solutions Architect II for Ring & Blink CS Technology to design and deliver AI-powered customer service systems at scale. You will own end-to-end architecture across Amazon Connect, Salesforce, and LLM services, delivering an integrated AI-native contact center stack for millions of Ring and Blink customers.

You will translate business problems into AI solutions, validate them with data, and ship them to production, partnering with CS Operations, product managers, and

Qualifications

• 2+ years of design, implementation, or consulting in applications and infrastructures experience.
• 4+ years of specific technology domain areas (e.g. software development, cloud computing, systems engineering, infrastructure, security, networking, data & analytics) experience.
• 5+ years of IT development or implementation/consulting in the software or Internet industries experience.
• Experience migrating or transforming legacy customer solutions to the cloud.
• Experience working with AWS technologies from a dev/ops perspective.

Responsibilities

• Design and implement AI-powered contact flow architectures using Amazon Connect, Amazon Bedrock, and Salesforce AI services (AgentForce, Einstein).
• Own the technical architecture for voice AI systems: IVR-to-LLM handoff patterns, intent classification, real-time transcription pipelines, and containment optimization.
• Architect RAG (Retrieval Augmented Generation) implementations that connect knowledge bases to AI agents for accurate, context-aware customer interactions.
• Lead the Salesforce/Connect convergence architecture, ensuring AI capabilities are natively integrated rather than bolted on.
• Design prompt engineering frameworks and evaluation systems that measure AI output quality, hallucination rates, and customer satisfaction impact.
• Build AI agent orchestration patterns across channels (voice, chat, self-service portals) with consistent fallback and escalation logic.
• Create technical design documents, integration specifications, and architecture diagrams that engineering teams can execute against.
• Partner with AWS service teams on Connect AI features (Connect Assistant, Agent Assist, Q in Connect) to evaluate, pilot, and integrate new capabilities.
• Develop A/B testing frameworks for AI features, measuring containment rate, resolution rate, CSAT, and cost per contact.
• Collaborate with CS Operations, Workforce Management, and Quality Assurance to ensure AI solutions meet operational requirements and scale targets

Skills

AI architecture

Cloud computing

Software design

Data analytics

Cross-functional collaboration

Tools

AWS

Job description

Amazon is seeking a Solutions Architect II for Ring & Blink CS Technology to design and deliver AI-powered customer service systems at scale. You will own end-to-end architecture across Amazon Connect, Salesforce, and LLM services, delivering an integrated AI-native contact center stack for millions of Ring and Blink customers.

You will translate business problems into AI solutions, validate them with data, and ship them to production, partnering with CS Operations, product managers, and