Location
London

Hours
Full Time

Salary
Competitive, commensurate with experience

About the Role
This role is part of the Applied AI Solutions Architecture team within the AWS Specialist and Partner Organization (ASP). Acting as the technical bridge between Amazon Connect customers and service teams, you will help customers become production-ready with Amazon Connect's Unlimited AI features. As a Specialist Solutions Architect (SSA), you will leverage deep domain expertise to address advanced concepts and design scalable, flexible, and resilient AI-powered contact center architectures. Your responsibilities include leading customer engagements, designing agentic AI solutions, representing customer feedback to product teams, and acting as a thought leader through blogs, whitepapers, and public speaking. You will also partner with Business Development teams to define technical components of GTM initiatives and support an internal AWS community of technical experts worldwide. This role offers the opportunity to work at the forefront of agentic AI adoption and innovate for enterprise contact center customers.

About the Team
The Amazon Connect Specialist Solutions Architects Team consists of experts in Customer Experience and Enterprise Contact Center domains who work closely with customers to solve complex challenges and influence product roadmaps. The team thrives when customers think big and require specialized experience to innovate.

About AWS Diverse Experiences
AWS values diverse experiences and encourages candidates from all backgrounds to apply, regardless of whether they meet every preferred qualification.

Why AWS?
AWS is the world's most comprehensive and broadly adopted cloud platform, trusted by startups and Global 500 companies alike. We foster an inclusive culture that values curiosity, connection, and innovation, supported by employee-led affinity groups and inclusion events. We offer mentorship, career growth opportunities, and a strong commitment to work-life balance.

Experience
- 7+ years in solutions architecture, software engineering, or technical consulting in customer-facing roles
- Demonstrated expertise with AI/ML concepts including large language models (LLMs), prompt engineering, retrieval-augmented generation (RAG), and model evaluation
- Contact center domain knowledge including IVR/IVA design, routing strategies, workforce management, quality management, and CX metrics
- Experience communicating across technical and non-technical audiences, including executive stakeholders

About You
- Passionate about solving novel technical challenges and designing advanced AI-powered contact center solutions
- Skilled at representing customer needs and influencing product development
- Comfortable acting as a thought leader and sharing best practices through various forums
- Collaborative team player who partners effectively with business development and technical teams worldwide

Qualifications
- Bachelor's degree in computer science, engineering, mathematics or equivalent experience
- Preferred: Experience with agentic AI patterns such as multi-agent orchestration, tool use, function calling, chain-of-thought reasoning, and autonomous agent workflows
- Preferred: Familiarity with CCaaS adjacent capabilities including Analytics, WFM/WFO, CRM technologies
- Preferred: Knowledge of interoperability protocols such as MCP (Model Context Protocol) and A2A (Agent-to-Agent) communication
- Preferred: Experience with Amazon Connect or other enterprise contact center platforms (Genesys, Avaya, Cisco, NICE, Five9, etc.)