What if your customer ran one of the largest contact centers in the world, and also happened to be your employer? AWS Plus is a specialized account team within AWS that supports Amazon's own business units as strategic cloud customers. As a Senior Solutions Architect on this team, you'll be the dedicated technical advisor to Amazon Customer Service (the organization behind Amazon's worldwide customer support experience) helping their engineering teams design, operate, and optimize AWS workloads at global scale.
Amazon Connect sits at the heart of this customer's AWS estate, so deep contact center and Connect expertise is central to the role - whether you bring it with you or build it quickly on top of strong solutions architecture fundamentals. The role also goes beyond traditional contact center architecture: Amazon Customer Service is building agentic AI into its support experience, where AI agents reason over customer context, take action across backend systems, and resolve issues end-to-end, with human agents assisted by the same capabilities. You'll help architect these systems, and you'll need to earn trust with a strong engineering organization to do it.
Key job responsibilities
- Own the technical relationship with Amazon Customer Service's engineering and technology teams, and extend that coverage to Amazon's broader internal contact center estate. Make prescriptive recommendations on security, cost, performance, reliability, and operational efficiency.
- Guide agentic AI adoption across the customer service experience. Architect solutions where Connect AI agents resolve customer issues autonomously over voice and chat, escalate to human agents with full context when needed, and assist human agents in real time, using capabilities such as custom AI prompts, guardrails, knowledge base integrations, and Amazon Bedrock.
- Architect and advise on the customer's contact center workloads built on Amazon Connect Customer, including flows and routing, omnichannel voice, chat, email, and Cases, telephony and capacity planning, Contact Lens analytics, and multi-region resiliency with Global Resiliency. Advise on the surrounding AWS services these workloads depend on, such as data, streaming, integration, and AI/ML.
- Work backwards from customer business needs to translate requirements into well-architected designs and into the feature requests that influence the Amazon Connect roadmap.
- Collaborate with AWS account management, the aligned Customer Solutions Manager, AWS Support, Connect service and engineering teams, and the broader Solutions Architecture community to deliver complete technical coverage and speed up resolution of complex challenges.
A day in the life
You'll work directly with the engineering and technology teams behind Amazon's own customer service operations, who run one of the largest contact center workloads on AWS. That might mean an architecture review on omnichannel routing one morning, a design session on an agentic AI workflow in the afternoon, and a working session with the Amazon Connect service team on a feature request in between. You'll meet regularly with VP- and Director-level technology stakeholders, surface customer feedback to AWS product teams, and help shape how Amazon's internal businesses adopt new AWS capabilities.
About the team
AWS Plus is a dedicated account team that supports Amazon's own business units as strategic AWS customers. This role anchors on Amazon Customer Service and extends across a growing set of internal business units that together run one of the largest Amazon Connect deployments in the world. We value work-life balance, offer flexibility in working hours, and believe the right balance between your personal and professional life is key to long-term fulfillment. Amazon offers a competitive package including shares, sign-on bonus, and a host of benefits.
BASIC QUALIFICATIONS
- 8+ years of specific technology domain areas (e.g. software development, cloud computing, systems engineering, infrastructure, security, networking, data & analytics) experience
- 3+ years of design, implementation, or consulting in applications and infrastructures experience
- 10+ years of IT development or implementation/consulting in the software or Internet industries experience
- Experience communicating across technical and non-technical audiences, including executive level stakeholders or clients
PREFERRED QUALIFICATIONS
- 5+ years of infrastructure architecture, database architecture and networking experience
- Experience working with end user or developer communities
- 2+ years of work in the customer service/contact center industry experience, or experience with AWS services or other cloud offerings
- Experience developing, deploying and managing AI products at scale
