Principal ProServe Cloud Architect - Connect, 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

About the team

ABOUT AWS:

Diverse Experiences

Amazon 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.

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. Basic qualifications

• Experience in leading and delivering enterprise-level IT engagements
• Experience with IT compliance and risk management requirements (e.g. security, privacy, SOX, HIPAA etc.)
• Experience with software development life cycle (sdlc) and agile/iterative methodologies
• 10+ years of cloud architecture and solution implementation experience
• 8+ years working with leading contact center platforms (e.g., Amazon Connect, Avaya, Cisco, Genesys, NICE InContact, Salesforce), including leading enterprise-scale, multi-workstream contact-center transformations
• 5+ years architecting 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
• Hands-on experience with REST APIs and web services integrating multiple contact center platforms (e.g., Genesys, Amazon Connect, Five9), and setting integration standards/patterns for a delivery team

Preferred qualifications

• Experience implementing AWS services in a variety of distributed computing environments
• Knowledge of compliance and security standards across the enterprise IT landscape (e.g., HIPAA, GDPR, SOX)
• Experience managing executive (C-suite) customer relationships and key business stakeholders across a portfolio of engagements
• Experience with enterprise architecture frameworks (e.g., TOGAF, Zachman) and identifying the relationships between business services, information, applications, and global infrastructure assets; and with enterprise systems (e.g., SAP, Oracle, and custom applications)
• Deep expertise in Amazon Connect and Amazon Lex, owning end-to-end solution architecture across the telephony/platform and conversational-AI layers, with executive influence and the ability to set practice-wide technical direction
• Experience incorporating generative AI into the contact center (voice or chat bots, agent assist, or next best action) at enterprise scale — including architecture design, model selection and integration, prompt engineering, and data preparation — and mentoring other architects on these patterns

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

…