At a Glance
- Tasks: Lead AI solutions architecture and help customers adopt Amazon Connect's AI capabilities.
- Company: Join Amazon, a leader in cloud computing and innovation.
- Benefits: Competitive salary, flexible work-life balance, and career growth opportunities.
- Other info: Diverse team culture that values curiosity and inclusion.
- Why this job: Be at the forefront of AI technology and make a real impact on customer success.
- Qualifications: 10+ years in tech, strong communication skills, and experience with AI solutions.
The predicted salary is between 90000 - 110000 £ per year.
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 help accelerate customer adoption of Amazon Connect's AI capabilities? 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. Applied AI Solutions is part of the AWS Specialist & Partner (ASP) org, which 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.
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.
Key job responsibilities:
- Strategic Customer Engagement: Lead technical discovery sessions with customer teams to understand business requirements, existing contact center architecture, and AI readiness. Translate findings into actionable implementation plans.
- Customer Data Readiness: 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.
- Agentic AI Architecture and forward deploy implementation: Design and configure agentic AI solutions within Amazon Connect, including AI agent creation, AI prompt engineering, model selection, guardrail configuration, and tool/action integration.
- A2A (Agent-to-Agent) Integration: Architect Agent-to-Agent communication patterns that allow Amazon Connect AI agents to collaborate with specialized agents across the enterprise, enabling multi-agent workflows that span organizational boundaries.
- Integration Architecture and Development: 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.
- Cloud Data Access: Architect secure access patterns to cloud-based data systems to power AI agent tool use and retrieval-augmented generation (RAG).
- Agentic IDE Proficiency: Leverage agentic development environments such as Kiro to accelerate development workflows, including spec-driven development, agent hooks, MCP server configuration, and AI-assisted code generation.
- Pre-Production Validation: Guide customers through testing, evaluation, and validation of AI agent performance against defined success criteria before production deployment.
- Field Enablement: Share learnings, delivering technical deep-dives, and mentoring other SAs on agentic AI implementation patterns.
A day in the life:
- Conducting data readiness assessments, identifying gaps in knowledge base coverage, and recommending data preparation steps before AI agent configuration.
- Designing prompt strategies and evaluating model performance across different foundation models.
- Building Lambda functions and API integrations that serve as tools for AI agents.
- Configuring MCP servers to expose customer APIs, databases, and tools in a standardized format for agent consumption.
- Designing A2A workflows where Amazon Connect agents hand off to or collaborate with specialized agents across the customer's enterprise.
- Configuring knowledge bases and data connectors for RAG-powered agent responses.
- Running evaluation frameworks to measure AI agent accuracy, latency, and customer satisfaction.
- Conducting architecture reviews and providing prescriptive guidance for production readiness.
- Documenting implementation patterns and contributing 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.
Why AWS? Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped 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.
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 here 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.
Basic qualifications:
- Bachelor's degree in computer science, engineering, mathematics or equivalent.
- 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, publications.
Preferred qualification:
- Experience with agentic AI patterns including multi-agent orchestration, tool use, function calling, chain-of-thought reasoning, and autonomous agent workflows.
- Experience with CX/CCaaS adjacent capabilities including Analytics, WFM/WFO, CRM technologies.
- Familiarity with interoperability protocols such as MCP (Model Context Protocol) for standardized tool integration and/or A2A (Agent-to-Agent) for multi-agent communication.
- Experience with Amazon Connect or other enterprise contact center platforms (Genesys, Avaya, Cisco, NICE, Five9, etc.).
Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build.
Principal Applied AI Solutions Architect, Amazon Connect, EMEA Applied AI Solution Architecture team in Whitehall employer: AmazonWebServices
At Amazon Web Services (AWS), we are committed to fostering a culture of innovation and inclusivity, making us an exceptional employer for those in the Site Reliability Engineering Services role. Our employees benefit from extensive mentorship and career growth opportunities, alongside a strong emphasis on work-life balance, ensuring that personal well-being is valued as much as professional success. Join us in building the future of cloud computing while being part of a team that celebrates diversity and encourages collaboration.
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We think this is how you could land Principal Applied AI Solutions Architect, Amazon Connect, EMEA Applied AI Solution Architecture team in Whitehall
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We think you need these skills to ace Principal Applied AI Solutions Architect, Amazon Connect, EMEA Applied AI Solution Architecture team in Whitehall
Some tips for your application 🫡
Show off your coding skills:When applying for a software engineering role, it's super important to showcase your coding skills. Make sure your CV includes your tech stack, any relevant programming languages you’re comfortable with, and examples of projects you've worked on. If you have a GitHub profile, link it up! We love to see code in action.
Tailor your portfolio:For a full-time role, we’d expect to see some solid examples of your work in your portfolio. Make sure to include at least two or three projects that highlight your problem-solving skills and your ability to work with different technologies. Focus on the projects that are most relevant to the position at AmazonWebServices.
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How to prepare for a job interview at AmazonWebServices
✨Brush Up on Your Coding Skills
For a full-time software engineering role, it's crucial that we stay sharp with our coding abilities. Expect technical questions that might involve solving problems on the spot or discussing algorithms. Practise on platforms like LeetCode or HackerRank to get comfortable with the types of questions that often come up.
✨Know Your Tools and Frameworks
Make sure we’re well-acquainted with the tools and technologies listed in the job description. Familiarise ourselves with any specific frameworks or programming languages mentioned. If AmazonWebServices uses React or Node.js, for instance, be ready to discuss how we’ve used them in previous projects or coursework.
✨Showcase Your Projects
Bring along a portfolio that highlights our best work. This could be code samples, GitHub repositories, or any side projects we’ve built. Make sure we can talk through our thought process for each project, especially the challenges we faced and how we solved them—this shows our problem-solving skills in action.
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While technical skills are key, full-time positions also require cultural fit. Be ready to discuss our previous experiences and how we handle teamwork, conflict, and deadlines. Brush up on the STAR method—Situation, Task, Action, Result—to clearly articulate our past experiences when discussing how we've contributed to a team.
