Principal ProServe Cloud Architect - Connect, Amazon Connect Center of Delivery Excellence
Amazon2 days ago
Base Salary
$183k - $284k/yr
Responsibilities
- Design complex, scalable, and secure AWS solutions that deliver customer business outcomes.
- Lead enterprise-level contact-center transformation engagements across multiple workstreams.
- Provide technical guidance and best practices during pre-sales and implementation.
- Architect and implement NLP/NLU, conversational-AI, and generative-AI solutions for contact centers.
- Integrate multiple contact-center platforms using REST APIs and web services and establish delivery standards and patterns.
- Collaborate with Account Managers, ProServe delivery teams, and partners to ensure proposed solutions are realistic and achievable.
- Advise customers on industry trends, emerging technologies, compliance, and security considerations.
- Mentor architects and share knowledge through training, reusable artifacts, and process improvements.
- Support SOW signing and successful implementation while exceeding customer satisfaction expectations.
Requirements
- Experience leading and delivering enterprise-level IT engagements.
- Experience with IT compliance and risk-management requirements, including security, privacy, SOX, and HIPAA.
- Experience with software development life cycle and agile or iterative methodologies.
- 10+ years of cloud architecture and solution implementation experience.
- 8+ years working with leading contact-center platforms, including Amazon Connect, Avaya, Cisco, Genesys, NICE InContact, or Salesforce, and leading enterprise-scale transformations.
- 5+ years architecting and implementing enterprise-scale NLP/NLU IVR or chat solutions using a major conversational-AI framework such as Rasa, Dialogflow, Lex, or Azure Bot Service.
- Hands-on experience with REST APIs and web services integrating multiple contact-center platforms such as Genesys, Amazon Connect, and Five9.
- Experience implementing AWS services in distributed computing environments.
- Knowledge of enterprise compliance and security standards such as HIPAA, GDPR, and SOX.
- Experience managing C-suite customer relationships and key business stakeholders across multiple engagements.
- Experience with enterprise architecture frameworks such as TOGAF and Zachman and with enterprise systems such as SAP, Oracle, and custom applications.
- Deep expertise in Amazon Connect and Amazon Lex, including end-to-end telephony, platform, and conversational-AI solution architecture and practice-wide technical direction.
- Experience incorporating generative AI into enterprise contact centers, including model selection, integration, prompt engineering, and data preparation.
- Experience mentoring other architects on contact-center generative-AI patterns.
Benefits
- Comprehensive health insurance including medical, dental, vision, prescription, Basic Life and AD&D insurance, and optional supplemental life plans.
- Employee assistance, mental-health support, medical advice line, flexible spending accounts, and adoption and surrogacy reimbursement coverage.
- 401(k) matching, paid time off, and parental leave.
- Sign-on payments and restricted stock units may be included in the Amazon compensation package.
- The listed role locations are in Irvine, San Francisco, Tampa, Atlanta, Chicago, Jersey City, Dallas, Arlington, and Seattle.
Tech Stack
Categories
Solutions Engineering
About Amazon
Amazon builds and operates a global e-commerce marketplace, logistics network, and consumer devices, and provides cloud computing via AWS for businesses and developers. The company earns revenue from online retail, third‑party seller services, subscriptions like Prime, advertising, and AWS usage. Founded in 1994 and headquartered in Seattle, it is publicly traded on NASDAQ (AMZN) and serves customers in dozens of countries.