Principal Applied AI Solutions Architect, Amazon Connect

Description Application deadline: May 9, 2026 This position is part of the AWS 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. Are you a customer‑obsessed builder with a passion for helping customers achieve their full potential? Do you have the technical background, customer experience, and skills necessary to accelerate customer adoption of Amazon Connect’s AI capabilities? Do you love building new strategic and data‑driven businesses? Join the Applied AI Solutions team as an Amazon Connect Specialist Solutions Architect! The Applied AI Solutions Architecture team is seeking a hands‑on, customer‑obsessed Solutions Architect to accelerate customer adoption of Amazon Connect’s AI capabilities. Our team works backwards from our customer’s most complex and business‑critical problems to build and execute go‑to‑market plans that turn AWS ideas into multi‑billion‑dollar businesses. We pride ourselves on thinking big, delivering exceptional results for our customers, and working across AWS as OneTeam. A critical 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 deployments. We stay closely connected to our customers and bring valuable data and insights to our product teams, strengthening the product roadmap. Our team is at its best when a customer is thinking big and needs specialized experience to innovate for their business. Key Job Responsibilities Lead technical discovery sessions with customer teams to understand business requirements, existing contact center architecture, and AI readiness. Translate findings into actionable implementation plans. Conduct data readiness assessments to evaluate the quality, accessibility, structure, and governance of customer data assets (CRMs, knowledge bases, ticketing systems, order management, etc.). Identify data gaps, recommend remediation strategies, and help customers build the data foundation required for effective AI agent tool use and RAG‑powered responses. Design and configure agentic AI solutions within Amazon Connect, including AI agent creation, AI prompt engineering, model selection, guardrail configuration, and tool/action integration. Architect Agent‑to‑Agent communication patterns that allow Amazon Connect AI agents to collaborate with specialized agents across the enterprise (e.g., billing agents, order management agents, IT support agents), enabling multi‑agent workflows that span organizational boundaries. Build serverless integrations using AWS Lambda, API Gateway, Step Functions, and scripting (Python, Node.js) to connect Amazon Connect AI agents with customer data systems (CRMs, ERPs, databases, knowledge bases). Architect secure access patterns to cloud‑based data systems to power AI agent tool use and retrieval‑augmented generation (RAG). Leverage agentic development environments such as Kiro (and similar AI‑assisted IDEs) to accelerate development workflows, including spec‑driven development, agent hooks, MCP server configuration, and AI‑assisted code generation. Guide customers through testing, evaluation, and validation of AI agent performance against defined success criteria before production deployment. Share learnings, deliver technical deep‑dives, and mentor other Solutions Architects on agentic AI implementation patterns. A Day in the Life Conduct data readiness assessments, identify gaps in knowledge base coverage, and recommend data preparation steps before AI agent configuration. Design prompt strategies and evaluate model performance across different foundation models. Build Lambda functions and API integrations that serve as tools for AI agents. Configure MCP servers to expose customer APIs, databases, and tools in a standardized format for agent consumption. Design A2A workflows where Amazon Connect agents hand off to or collaborate with specialized agents across the customer’s enterprise. Configure knowledge bases and data connectors for RAG‑powered agent responses. Run evaluation frameworks to measure AI agent accuracy, latency, and customer satisfaction. Conduct architecture reviews and provide prescriptive guidance for production readiness. Document implementation patterns and contribute to the team’s knowledge base. About the Team The Applied AI Solutions Architecture team is part of the AWS Specialist and Partner Organization (ASP). We are the technical bridge between Amazon Connect customers and the service teams building the next generation of AI‑powered contact center capabilities. Our team operates at the forefront of agentic AI adoption, helping customers become production‑ready with Amazon Connect’s Unlimited AI features. 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 stop 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. 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 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. Basic Qualifications 10+ years of specific technology domain areas (e.g., software development, cloud computing, systems engineering, infrastructure, security, networking, data & analytics) experience. Experience developing technology solutions and evangelising end‑to‑end technology roadmaps that guide IT transformations toward cloud computing. Experience communicating across technical and non‑technical audiences and at C‑level, including training, workshops, and publications. Preferred Qualifications Knowledge of distributed systems design and implementation or equivalent. Knowledge of large‑scale automation and workflow management or equivalent. Knowledge of database design and implementation or equivalent. Knowledge of presentations and whiteboarding skills with a high degree of comfort speaking with internal and external executives, IT management, and developers. Experience architecting, migrating, transforming or modernizing customer requirements to the cloud. Experience with Amazon Connect or other enterprise contact center platforms (Genesys, Avaya, Cisco, NICE, Five9, etc.). Hands‑on experience with Amazon Bedrock, including model invocation, agent creation, knowledge base configuration, and guardrails. Amazon is an equal‑opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. Salary and Benefits USA, CA, San Francisco $210,200.00 – $284,300.00 USD annually USA, CO, Denver $182,800.00 – $247,300.00 USD annually USA, GA, Atlanta $182,800.00 – $247,300.00 USD annually USA, IL, Chicago $182,800.00 – $247,300.00 USD annually USA, NY, New York $201,000.00 – $272,000.00 USD annually USA, VA, Herndon $182,800.00 – $247,300.00 USD annually USA, WA, Seattle $182,800.00 – $247,300.00 USD annually Our base salary range is listed above. Your Amazon package will include sign‑on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits. #J-18808-Ljbffr