Sr. WW Applied AI Specialist SA, Amazon Connect

Overview

As an SSA within AWS, you help customers adopt AI-powered contact center capabilities on Amazon Connect, shaping scalable cloud architectures and guiding complex deployments. You work closely with cross-functional teams to validate AI readiness, design agentic AI solutions, and influence product direction with customer feedback. You’ll share expertise through blogs, talks, and field enablement, while collaborating with GTM and product teams to drive strategic initiatives. This role combines deep technical leadership with a passion for customer success and innovation in AI for contact centers.

Pay / Benefits

• Inclusive culture
• Mentorship and career growth
• Work-life balance
• Diversity of experiences

Responsibilities

• Lead customer engagements as trusted advisor to understand business requirements, current contact center setup, AI readiness, and technically validate Amazon Connect.
• Design agentic AI solutions within Amazon Connect, including AI agent creation, prompt engineering, model selection, guardrails, and integration of tools/agents.
• Represent the voice of the customer to influence product development and future roadmap.
• Provide advanced technical knowledge to domain-aligned GTM teams to unblock critical business challenges.
• Act as a thought leader by sharing best practices through forums, blogs, whitepapers, reference architectures, and events.
• Partner with Business Development to define technical components of GTM concepts, solutions, and initiatives.
• Develop and support an internal AWS expert community; create and deliver field enablement for broader SA population.

Key requirements

• Bachelor's degree in computer science, engineering, mathematics or equivalent, or relevant professional/military experience
• Experience communicating across technical and non-technical audiences, including executive stakeholders
• 7+ years in solutions architecture, software engineering, or technical consulting in customer-facing roles
• Demonstrated AI/ML knowledge including LLMs, prompt engineering, RAG, and model evaluation
• Contact center domain expertise including IVR/IVA design, routing, workforce management, quality management, and CX metrics

• Strong written and verbal communication
• Leadership and mentoring abilities
• Customer-centric problem solving
• AI/ML concepts including LLMs, prompt engineering, retrieval-augmented generation (RAG), model evaluation
• Agentic AI patterns including multi-agent orchestration, tool use, function calling, chain-of-thought reasoning, autonomous agent workflows
• CCaaS capabilities including Analytics, WFM/WFO, CRM technologies

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