Senior Solutions Architect - Telco Customer Experience Transformation, AWS Industries, Telco

Amazon • Seattle, WA

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About The Position

Imagine being part of a team where your ideas have the potential to transform
some of the world's largest Enterprise and Telecommunications companies. Amazon
Web Services (AWS) is seeking an experienced Solutions Architect to partner with
industry-leading telco customers on their customer experience transformation
journeys. AWS is committed to being the best place to build the world's most
useful AI agents - and this role sits at the center of that mission for the
telecommunications industry.

In this highly technical and customer-facing role, you will engage directly with
customers to understand their business drivers, assess technology requirements,
and design reliable, scalable, and commercially compelling solutions on AWS. The
problem domains are focused and high-impact: contact center modernization,
agentic omnichannel orchestration, AI-powered customer journey transformation,
conversational AI and voice AI, and OSS/BSS integration. You will leverage AWS
services including Amazon Connect, Bedrock AgentCore, Nova Sonic, and the
broader agentic AI stack to solve real business problems for some of the world's
largest telecoms.

As a trusted customer advocate, you will help organizations understand best
practices around advanced cloud solutions and provide strategic guidance on
modernizing legacy contact center infrastructure. You will build deep
relationships with senior technical leaders to enable them as cloud advocates
within their companies. A core responsibility is enabling customers on the value
proposition of AWS through hands-on development sessions, deep architectural
discussions, workshops, and cloud acceleration programs where you work
side-by-side with customer teams to build prototypes and proof-of-concepts. You
are comfortable operating in ambiguity - taking an ill-defined customer problem
and rapidly translating it into a testable architecture, a working demo, or a
compelling value narrative. You experiment fast, learn faster, and know when to
be scrappy versus when to be rigorous.

You will drive revenue growth across a focused set of telco customers by
formulating and executing sales strategies in partnership with the AWS Sales
team. This involves mobilizing internal AWS resources and the partner ecosystem
to ensure successful solution builds and deployments on AWS. You will also act
as a liaison between customers and AWS service teams, synthesizing observations
from customer engagements to help shape the roadmap of AWS features and services
— your customer feedback directly informs roadmap priorities for Amazon Connect,
Amazon Bedrock, and agentic AI services. Additionally, you will capture and
share best practice knowledge across AWS, including authoring customer-facing
content like whitepapers, code samples, and blog posts.

The ideal candidate has deep expertise in contact center architecture and CX
transformation, with hands-on experience across at least two of: CCaaS platforms
(Amazon Connect strongly preferred), conversational AI and voicebots, agentic AI
systems, CRM/CDP integration, or omnichannel journey orchestration. Familiarity
with telco-specific constraints - legacy IVR migration, SIPREC, SIP/RTP, BSS
integration, regulatory complexity - is a strong differentiator. Breadth
matters, but the ability to go deep on a customer problem and build something
real is non-negotiable. The ability to earn technical trust quickly - through
demonstrated competence, intellectual honesty, and hands-on credibility - is as
important as communication style. Strong interpersonal skills are required to
effectively communicate with all customer stakeholders, from developers and team
leads to engineering directors and CXOs.

This is a role for someone who is energized by the early innings of a major
industry shift - where the playbook is still being written, the tools are
evolving weekly, and the opportunity to define how telcos use agentic AI to
transform customer experience is genuinely open.

Requirements

• 8+ years of specific technology domain areas (e.g. software development, cloud computing, systems engineering, infrastructure, security, networking, data & analytics) experience
• 3+ years of design, implementation, or consulting in applications and infrastructures experience
• 10+ years of IT development or implementation/consulting in the software or Internet industries experience

Nice To Haves

• 5+ years of infrastructure architecture, database architecture and networking experience
• Knowledge of SAP systems (like SAP Business Suite, S/4HANA, SAP Business Warehouse, SAP HANA, SAP Business Objects, etc.) and their architecture and infrastructure needs
• Experience working with end user or developer communities
• Experience managing relationships with SAP customers and partners
• Experience in SAP S/4HANA, SAP Cloud Platform, SAP Cloud ERP and Cloud ERP Private
• Experience in SAP clean core design concepts, including design and build using non-SAP technologies in domains such as Generative / Agentic AI, and data & analytics

Responsibilities

• Partner with customers to understand their technical and business requirements, assess contact center and CX technology portfolios, and guide their AWS adoption strategy - with a focus on contact center modernization, agentic omnichannel transformation, and AI-powered customer journey architecture.
• Build deep, trusted advisor relationships with senior technical leaders and CX executives to enable them as cloud advocates within their organizations, accelerating the shift from legacy IVR and CCaaS platforms to modern, agentic customer experience architectures on AWS.
• Drive revenue growth across a focused set of telco and enterprise customers by formulating and executing sales strategies in partnership with AWS Sales teams, mobilizing internal AWS resources and the partner ecosystem to ensure successful solution builds and deployments on AWS.
• Design and architect scalable, resilient, and production-ready agentic CX solutions leveraging Amazon Connect, Bedrock AgentCore, Nova Sonic, and the broader AWS AI stack - translating complex customer requirements into working architectures that deliver measurable business outcomes across customer care, self-service, and omnichannel engagement.
• Enable customers on the value proposition of AWS through hands-on development sessions, deep architectural discussions, workshops, and cloud acceleration programs where you work side-by-side with customer teams to build prototypes and proof-of-concepts. You move fast, operate in ambiguity, and know how to get something working before the requirements are perfect.
• Collaborate across AWS teams - including Amazon Connect, Amazon Bedrock, and industry SA communities - to develop and refine reference architectures, repeatable solution patterns, and GTM mechanisms for telco CX transformation at scale.
• Act as a liaison between customers and AWS service engineering teams, synthesizing field observations to directly influence the roadmap of Amazon Connect, Amzon Bedrock AgentCore, and related agentic AI services.
• Represent AWS within the telecommunications and enterprise CX community through thought leadership, public speaking, and industry engagement - including events, analyst briefings, and customer-facing forums.
• Assist partners in designing and implementing large-scale contact center transformation and cloud migration programs, with particular focus on legacy platform displacement and agentic AI adoption.
• Capture and share best-practice knowledge through customer-facing publications - whitepapers, code samples, reference architectures, and blog posts - that advance the industry's understanding of agentic CX on AWS.

Benefits

• health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage)
• 401(k) matching
• paid time off
• parental leave

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed