Amazon.com Services LLC
Technology
SolutionsArchitectII,AI&CustomerServiceTechnology
Neural analysis suggests this role is
optimal for Senior candidates.
“Solutions Architect II, AI & Customer Service Technology at Amazon.com Services LLC. Skills: AI-powered systems, LLM integration, Contact center AI. Design AI-powered contact flow architectures. Own technical architecture for voice AI”
What You'll Achieve.
Increase automation; Reduce cost per contact; Improve customer experience; Measure AI output quality; Measure hallucination rates; Measure customer satisfaction; Meet operational requirements; Meet scale targets
Industry & Context.
Translate business problems; Validate solutions with data
What They're Looking For.
Must Have
2+ years design experience, 4+ years technology domain experience, 5+ years IT development experience
Nice to Have
Experience with Amazon Connect, Experience with Salesforce, Experience with LLM services, Experience with AWS, Experience with AI/ML
What You'll Do.
Design AI-powered contact flow architectures
Own technical architecture for voice AI
Architect RAG implementations
Lead Salesforce/Connect convergence architecture
Design prompt engineering frameworks
Build AI agent orchestration patterns
Create technical design documents
Partner with AWS service teams
Develop A/B testing frameworks
Collaborate with CS Operations
How You'll Work.
Team & Collaboration
CS Operations leadership; Product managers; Engineering teams; AWS service teams; Workforce Management; Quality Assurance
Communication Scope
Technical design documents; Integration specifications; Architecture diagrams
Full Job Description
Ring & Blink Customer Service Technology is looking for a Solutions Architect to design and deliver AI-powered customer service systems at scale. This role sits at the intersection of Amazon Connect, Salesforce, and large language model (LLM) services, architecting the intelligent layer that powers voice AI, chat automation, and self-service experiences for millions of Ring and Blink customers. You will own the end-to-end technical architecture for our contact center AI stack: designing LLM integration patterns with Amazon Bedrock, building AI agent orchestration across voice and chat channels, and driving the convergence of our Salesforce CRM and Amazon Connect platforms into a unified, AI-native system. This is not a traditional infrastructure role. You are the person who translates business problems into AI-powered solutions, validates them with data, and ships them into production. We are a team that builds fast, measures everything, and treats AI as a core capability rather than an experiment. You will work directly with CS Operations leadership, product managers, and engineering to design systems that increase automation, reduce cost per contact, and improve the customer experience. Key job responsibilities - Design and implement AI-powered contact flow architectures using Amazon Connect, Amazon Bedrock, and Salesforce AI services (AgentForce, Einstein) - Own the technical architecture for voice AI systems: IVR-to-LLM handoff patterns, intent classification, real-time transcription pipelines, and containment optimization - Architect RAG (Retrieval Augmented Generation) implementations that connect knowledge bases to AI agents for accurate, context-aware customer interactions - Lead the Salesforce/Connect convergence architecture, ensuring AI capabilities are natively integrated rather than bolted on - Design prompt engineering frameworks and evaluation systems that measure AI output quality, hallucination rates, and customer satisfaction impact - Build AI agen
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