Sr. WW Applied AI Specialist SA

Salary: £63,000 - 103,000 per year

Requirements:

• We require a bachelors degree in computer science, engineering, mathematics, or equivalent experience in a professional field or military.
• We require experience communicating across technical and non-technical audiences, including executive-level stakeholders or clients.
• We require 7+ years of experience in solutions architecture, software engineering, or technical consulting in customer-facing roles.
• We require demonstrated experience with AI/ML concepts including large language models (LLMs), prompt engineering, retrieval-augmented generation (RAG), and model evaluation.
• We require contact center domain expertise, including understanding of IVR/IVA design, routing strategies, workforce management, quality management, and CX metrics.
• Preferred: experience with agentic AI patterns including multi-agent orchestration, tool use, function calling, chain-of-thought reasoning, and autonomous agent workflows.
• Preferred: experience with CCaaS-adjacent capabilities including analytics, WFM/WFO, and CRM technologies.
• Preferred: familiarity with interoperability protocols such as MCP (Model Context Protocol) and/or A2A (Agent-to-Agent).
• Preferred: experience with Amazon Connect or other enterprise contact center platforms such as Genesys, Avaya, Cisco, NICE, or Five9.

Responsibilities:

• We lead customer engagements as trusted advisors to understand business requirements, existing contact center architecture, and AI readiness, and help customers technically validate Amazon Connect.
• We 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.
• We represent the voice of the customer by bringing customer feedback to product teams to influence feature development and the future product roadmap.
• We provide advanced technical knowledge to domain-aligned go-to-market teams to help unblock customers largest and most critical business challenges.
• We act as thought leaders by sharing best practices through AWS blogs, whitepapers, reference architectures, and public-speaking events such as AWS Summit and AWS re:Invent.
• We partner with Business Development teams to define the technical components of best-in-class go-to-market concepts, solutions, and initiatives.
• We develop and support an internal community of technical subject matter experts worldwide.
• We create and deliver field enablement for the broader SA population on Amazon Connect.

Technologies:

• Agentic AI
• AI
• AWS
• Cloud
• Cisco
• CRM
• Genesys
• Support
• MCP
• RAG
• DevOps
• Security
• SSAS
• Web

More:

We are part of the Applied AI Solutions Architecture team within the AWS Specialist and Partner Organization, serving as the technical bridge between Amazon Connect customers and the service teams building the next generation of AI-powered contact center capabilities. We work at the forefront of agentic AI adoption, helping customers become production-ready with Amazon Connects Unlimited AI features. Our team is made up of deep customer experience and enterprise contact center domain experts who work directly with customers to solve their most complex challenges and help shape the product roadmap with real-world insights. We value diverse experiences, inclusion, mentorship, career growth, and work-life balance, and we operate within AWSs broad cloud platform environment supporting customers from startups to Global 500 companies.

last updated 35 week of 2026