2 days ago
Sydney, Australia or Melbourne, AustraliaSenior
Responsibilities
- Lead technical discovery sessions and translate customer requirements and architectures into solution designs and implementation plans.
- Assess and prepare customer data across CRMs, knowledge bases, ticketing, order management, and backend systems for AI-agent use.
- Design and configure Amazon Connect agentic AI solutions, including model selection, prompt engineering, guardrails, multi-agent orchestration, and tool integration.
- Deploy MCP servers and architect A2A communication patterns across enterprise systems.
- Build serverless integrations connecting AI agents with customer systems and cloud data stores.
- Guide customer testing, evaluation, and validation of AI agents before production deployment.
- Create reusable reference architectures, implementation guides, prompt libraries, and data-readiness checklists.
Requirements
- 5+ years of experience building integrations across WFM, CRM, and contact center solutions, or experience with communications protocols and APIs such as WebRTC and SIP or similar CCaaS technology.
- Experience with complex Contact Center as a Service (CCaaS) implementations.
- Preferred: experience presenting to C-level executives, IT, and lines of business across organizations or equivalent experience.
- Preferred: experience shaping business strategy for technical products or services for large enterprises or partners.
- Preferred: strong presentation and whiteboarding skills and comfort speaking with executives, IT management, and developers.
Benefits
- AWS provides employee-led and company-sponsored affinity groups and inclusion events.
- Mentorship, knowledge-sharing, and career-development resources are available.
- AWS promotes flexibility and work-life harmony.
- Amazon is an equal opportunity employer and provides workplace accommodations during hiring and onboarding when needed.
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.