Principal ProServe Cloud Architect - Connect and Conversational AI, Amazon Connect Center of Delivery Excellence

The Amazon Web Services Professional Services (ProServe) team is seeking an experienced ProServe Cloud Architect (PCA) to join our team at Amazon Web Services (AWS). In this role, you’ll work closely with customers to understand their technical requirements and business objectives, designing and implementing tailored cloud solutions. You’ll be a key player in the pre-sales process, providing technical expertise and guidance throughout the customer’s cloud journey.

In this role, you’ll be responsible for creating and leading the solution design to address customer business outcomes (CBO). Operating as the conduit between ProServe Account Executives and our Global Delivery Teams, you’ll ensure proposed solutions are realistic, achievable, and optimize ProServe and/or our partners to maximize CBOs. As a PCA you are a trusted advisor to our customers, providing guidance on industry trends, emerging technologies, and innovative solutions to address customer challenges. As a technical SME, you will share knowledge within the organization, through mentoring, training, creation of reusable artifacts and process improvements.

Your experience in designing technical solutions within the technology/consulting sector, will equip you with the ability to architect complex, scalable, and secure solutions tailored to meet the specific needs of each customer, translating technical concepts into business value. Your success as a PCA will be linked to impacting the signing of SOWs, and the successful implementation of solutions which achieve CBOs while exceeding customer satisfaction (CSAT) expectations.

Key job responsibilities As an experienced technology professional, you will be responsible for:

• Designing complex, scalable, and secure AWS solutions to deliver customer business outcomes (CBOs)

• Providing technical guidance and best practices during pre-sales and implementation phases

• Collaborating with Account Managers and Shared Delivery Teams to ensure proposed solutions are realistic and achievable

• Acting as a trusted advisor to customers on industry trends and emerging technologies

• Sharing knowledge within the organization through mentoring, training, and creating reusable artifacts

• Bachelor’s degree in Computer Science, Math, or a related field
• 8+ years of experience in cloud architecture, solutioning, and implementation
• 8+ years of experience as a contact center technology architect, enterprise IT Architect or senior contact center solutions architect working with leading contact center technology platforms and applications, such as Amazon Connect, Avaya, Cisco, Genesys, NICE InContact, Salesforce, etc.
• 5+ years designing and implementing NLP/NLU (IVR or chat) solutions using at least one major conversational AI framework (e.g., Rasa, Dialogflow, Lex, or Azure Bot Service) at enterprise scale in a contact center environment
• 5+ years experience in developing solutions, proposals, and SOWs for customers, presenting them to senior customer leaders, and operating as their trusted advisor, * Advanced technology degree or AWS Professional level certifications (e.g., Solutions Architect Professional, DevOps Engineer Professional) preferred
• Deep understanding of AWS services across compute, storage, networking, security, databases, machine learning, and serverless technologies
• Knowledge of security and compliance standards (e.g., HIPAA, GDPR)
• Expertise in performance optimization and cost management for cloud environments
• Strong communication skills with the ability to explain technical concepts to both technical and non-technical audiences as part of pre-sales motion.
• Knowledge of Amazon Connect or Amazon Lex capabilities and benefits.
• Experience incorporating generative and agentic AI into the contact center, including architecture design, integration design, and customer experience.

Pulled from the full job description

• AD&D insurance
• Parental leave
• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance
• Dental insurance, 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, CA, Mountain View - 210,200.00 - 284,300.00 USD annually USA, CA, San Francisco - 210,200.00 - 284,300.00 USD annually USA, CO, Denver - 182,800.00 - 247,300.00 USD annually USA, GA, Atlanta - 182,800.00 - 247,300.00 USD annually USA, IL, Chicago - 182,800.00 - 247,300.00 USD annually USA, NY, New York - 201,000.00 - 272,000.00 USD annually USA, TX, Austin - 182,800.00 - 247,300.00 USD annually USA, TX, Dallas - 182,800.00 - 247,300.00 USD annually USA, VA, Arlington - 182,800.00 - 247,300.00 USD annually USA, WA, Seattle - 182,800.00 - 247,300.00 USD annually

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.

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 in the cloud.

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.

Mentorship and 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.

The AWS Professional Services organization is a global team of experts that help customers realize their desired business outcomes when using the AWS Cloud. We work together with customer teams and the AWS Partner Network (APN) to execute enterprise cloud computing initiatives. Our team provides assistance through a collection of offerings which help customers achieve specific outcomes related to enterprise cloud adoption. We also deliver focused guidance through our global specialty practices, which cover a variety of solutions, technologies, and industries.