Senior Solutions Architect – AWS Plus (Contact Center AI)

Amazon

Seattle (WA)

On-site

USD 180,000 - 240,000

Full time

14 days+

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Job summary

Amazon is seeking a Senior Solutions Architect within AWS Plus to be the dedicated technical advisor to Amazon Customer Service. You will help design, operate, and optimize AWS workloads at global scale, with deep Connect expertise and a focus on AI-enabled support experiences.

You will collaborate with account teams and engineering groups to deliver complete technical coverage, drive secure, cost-efficient and reliable architectures, and accelerate resolution of complex challenges across

Qualifications

8+ years of experience in technology domains such as software development, cloud computing, systems engineering, infrastructure, security, networking, or data & analytics.
3+ years of design, implementation, or consulting in applications and infrastructures.
10+ years of IT development or implementation/consulting in software or Internet industries.
Experience communicating across technical and non-technical audiences, including executive stakeholders.

Responsibilities

Own the technical relationship with Amazon Customer Service's engineering teams and extend coverage to internal contact center estate.
Guide agentic AI adoption and architect AI-enabled workflows that assist human agents with full context and escalation when needed.
Architect and advise on Amazon Connect workloads across flows, routing, omnichannel channels, telemetry, and multi-region resiliency.
Translate customer business needs into well-architected designs and feature requests that influence the Amazon Connect roadmap.
Collaborate with AWS account teams and engineering groups to provide complete technical coverage and accelerate resolution of complex challenges.