AWS EMEA SARL (UK Branch)
Technology
SeniorSpecialistSolutionsArchitect,AmazonConnect
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“Senior Specialist Solutions Architect, Amazon Connect at AWS EMEA SARL (UK Branch). Skills: Amazon Connect, AI/ML, Solutions Architecture, Contact Center. Lead customer engagements. Understand business requirements”
Industry & Context.
Solving novel and unique technical challenges
What They're Looking For.
Must Have
Bachelor's degree in computer science, engineering, mathematics or equivalent, or experience in a professional field or military, Experience communicating across technical and non-technical audiences, including executive level stakeholders or clients, 7+ years of experience in solutions architecture, software engineering, or technical consulting in customer-facing roles, Demonstrated experience with AI/ML concepts including large language models (LLMs), prompt engineering, retrieval-augmented generation (RAG), and model evaluation, Contact center domain expertise including understanding of IVR/IVA design, routing strategies, workforce management, quality management, and CX metrics
Nice to Have
Experience with agentic AI patterns including multi-agent orchestration, tool use, function calling, chain-of-thought reasoning, and autonomous agent workflows, Experience with 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. )
What You'll Do.
Lead customer engagements
Understand business requirements
Understand existing contact center architecture
Understand AI readiness
Technically validate Amazon Connect
Design agentic AI solutions within Amazon Connect
Represent customer feedback to product teams
Influence feature development
Influence future product roadmap
Provide advanced technical knowledge to GTM teams
Unblock customers’ business challenges
Act as a thought leader
Share best practices through forums
Partner with Business Development teams
Define technical components of GTM concepts
Develop internal community of technical subject matter experts
Create field enablement for SA population
Deliver field enablement on Amazon Connect
How You'll Work.
Team & Collaboration
Applied AI Solutions Architecture team; AWS Specialist and Partner Organization; Service teams; Product teams; GTM teams; Business Development teams; AWS internal community; Broader SA population
Communication Scope
Executive level presentations; Technical documentation; Public speaking
Full Job Description
This role sits within the Applied AI Solutions Architecture team, which is a 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. Specialist Solutions Architects (SSAs) are technologists with deep domain-specific expertise, able to address advanced concepts and feature designs. As part of the AWS sales organization, SSAs work with customers who have complex challenges that require expert-level knowledge to solve. SSAs craft scalable, flexible and resilient technical architectures that address those challenges. This might involve guiding customers as they refactor an application or designing entirely new cloud-based systems. Do you enjoy solving novel and unique technical challenges for customers? Become an AWS Specialist SA! Key job responsibilities - Lead customer engaegments as the trusted advisor to understand business requirements, existing contact center architecture, AI readiness and help them technically validate Amazon Connect. - Design agentic AI solutions within Amazon Connect, including AI agent creation, AI prompt engineering, model selection, guardrail configuration, and tool/action and Agent-to-Agent integration. - Represent the voice of the customer; bring customer feedback to product teams to influence feature development and future product roadmap. - Provide advanced technical knowledge to your domain aligned GTM teams to unblock our customers’ largest and most critical business challenges. - Act as a thought leader sharing best practices through forums such as AWS blogs, whitepapers, reference architectures and public-speaking events such as AWS Summit, AWS re: Invent, etc. - Partner with Business Development teams to define the technical componen
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