Senior Specialist Solutions Architect, Applied AI Acceleration Solutions - Amazon Connect T&C Development, Applied AI Acceleration Solutions

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 passionate about scaling deep technical expertise across a global practitioner community through innovative badge programs and using AI to scale the content development and delivery? Do you want to define how AWS grows a worldwide community of Amazon Connect subject matter experts through world-class digital credentialing, rigorous assessments, and AI-assisted authoring tools?

As a Senior Specialist Solutions Architect on the Applied AI Acceleration team, you will own the end-to-end design, development, and continuous improvement of Training & Certification badge programs for Amazon Connect. This role combines contact center architecture expertise with AI-powered innovation to create learning experiences that scale Amazon Connect expertise globally. Amazon Connect powers over 6 billion AI-powered interactions per year for tens of thousands of customers, and the badge ecosystem expanded in 2025 with a new Administrator track featuring five specialized badges alongside the existing technical track.

You will develop and refine AI-powered frameworks for scalable badge content creation, engineer prompt templates for course modules, hands-on lab scenarios, knowledge checks, and assessment items. You will serve as the technical authority bridging Amazon Connect engineering teams and the T&C team, translating new feature releases and AI capabilities (such as AI agents in Amazon Connect, predictive dialers, FCS) into training content.

You will work in close interlock with Amazon Connect service teams, GTM, and Enablement/TFC to ensure technical accuracy, maintain a high-quality bar, and surface structured product and voice-of-customer feedback., * Own end-to-end technical quality of Amazon Connect badge (e.g., Communications Specialist badge). Define learning objectives across competency domains (telephony, IVR/flows, conversational interfaces, routing, omnichannel deployment, WFM), author and review curriculum, and maintain the 80% pass-threshold standard. Coordinate Credly Badge Issuance.

• Design learning experiences: interactive simulations, self-paced digital courses (30-60 min), practice exams, video instruction, and structured learning pathways.
• Serve as the technical authority on Amazon Connect architecture within T&C. Translate new feature releases and AI capabilities (such as AI agents in Amazon Connect) into training content.
• Collaborate with Amazon Connect service teams, field teams, and Enablement/TFC to ensure technical accuracy, incorporate feedback, and align badge content with the latest service capabilities.
• Develop high-impact technical content (reference architectures, whitepapers, workshops, blogs) that scales expertise across the specialist community, broader field organization, and partner network.
• Design, develop, and refine AI-powered frameworks that accelerate Training and certification content creation across the Amazon Connect certification ecosystem. Engineer prompt templates for course modules, hands-on lab scenarios, knowledge checks, and assessment items. Leverage AI to build scalable content pipelines that reduce development cycle times.
• Define and track success metrics for badge program adoption, quality, and impact.

• Experience that includes strong analytical skills, attention to detail, and effective communication abilities, or experience in software development
• Experience coding, scripting, automating in at least one language (e.g., Python, C, C++, Java, Ruby, or PowerShell)
• 3+ years hands-on experience with Amazon Connect or equivalent CCaaS platforms.
• 5+ years in cloud computing, contact center technologies, or solutions architecture
• Practical experience with AI assistant tools such as Amazon Quick, including familiarity with using MCP with AI tools such as AWS Kiro., * Experience with eLearning authoring tools and other design programs including: Storyline/Rise 360, Vyond, Adobe Creative Suite, and Camtasia
• Experience architecting, migrating, transforming or modernizing customer requirements to the cloud
• Experience as a technical account nanager, consultant, solutions architect, platform engineer, systems engineer, cloud architect or in a similar role
• Bachelor's degree in Computer Science, Computer Engineering, Information Technology, or related fields
• Deep Amazon Connect expertise including AI-powered capabilities (Conversational Analytics, AI Agents, forecasting, capacity planning, predictive dialers)
• Experience with prompt engineering
• AWS Certification SME Program experience

Pulled from the full job description

• AD&D insurance
• Parental leave
• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance
• Dental insurance, 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. When we feel supported in the workplace and at home, there's nothing we can't achieve., The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits. USA, NY, New York - 169,000.00 - 228,600.00 USD annually USA, VA, Herndon - 153,600.00 - 207,800.00 USD annually USA, WA, Seattle - 153,600.00 - 207,800.00 USD annually

Here at AWS, it's in our nature to learn and be curious. Our employee-led and company-sponsored affinity groups foster a culture of inclusion that empowers us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences, inspire us to never stop embracing our uniqueness. AWS values diverse experiences. Even if you do not meet all the qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn't followed a traditional path, or includes alternative experiences, don't let it stop you from applying. About the team 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. You will be part of the Applied AI Acceleration Solutions organization, a team at the forefront of leveraging AI to transform how AWS scales expertise and delivers value to customers. Our organization pioneers' innovative approaches to knowledge management, learning at scale, and AI-powered productivity solutions. 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. If your career is just starting, hasn't followed a traditional path, or includes alternative experiences, don't let it stop you from applying. 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. Our inclusion events foster stronger, more collaborative teams. Our continual innovation is fueled by the bold ideas, fresh perspectives, and passionate voices our teams bring to everything we do.