This position is part of the AWS Specialist and Partner Organization (ASP). Specialists own the end-to-end go-to-market strategy for their respective technology domains, providing the business and technical expertise to help our customers succeed. Partner teams own the strategy, recruiting, development, and growth of our key technology and consulting partners. Together they provide our customers with the expertise and scale needed to build innovative solutions for their most complex challenges.

The Area Specialist Team is made up of deep domain experts who work directly with our customers to solve their most complex challenges. We are part of the Account Team, responsible for account planning, opportunity identification, and pursuit. We stay closely connected to our customers and bring valuable data and insights to our product teams, strengthening the product roadmap. Our team is at its best when a customer is thinking big and needs specialized experience to innovate for their business.

The Amazon Connect Specialist Team is made up of deep CX and Enterprise Contact Center domain experts who work directly with our customers to solve their most complex challenges. We stay closely connected to our customers and bring valuable data and insights to our product teams, strengthening the product roadmap. Our team is at its best when a customer is thinking big and needs specialized experience to innovate for their business.

Amazon Connect was designed from the ground up to be omnichannel, it provides a seamless experience across voice and chat for your customers and agents leveraging AWS. This is a highly technical position for someone who can dive deep, build complex, AWS-optimized architectures, and help customers accelerate their adoption of AWS services. Your broad responsibilities include: owning the technical engagement and ultimate success around specific implementation projects. You should be as comfortable discussing complex technical details with a room full of engineers as you are briefing an executive audience. In addition, you will engage with other AWS solutions architects, partner and professional services organizations to drive large and highly complex sales opportunities to closure.

Key job responsibilities
- Customer Engagement: Lead technical discovery sessions with customer teams to understand business requirements, existing contact center architecture, and AI readiness. Translate findings into actionable implementation plans.

- Customer Data Readiness: Conduct data readiness assessments to evaluate the quality, accessibility, structure, and governance of customer data assets (CRMs, knowledge bases, ticketing systems, order management, etc.). Identify data gaps, recommend remediation strategies, and help customers build the data foundation required for effective AI agent tool use and RAG-powered responses.

- Agentic AI Implementation: Design and configure agentic AI solutions within Amazon Connect, including AI agent creation, AI prompt engineering, model selection, guardrail configuration, and tool/action integration.

- MCP Server Configuration: Design and deploy Model Context Protocol (MCP) servers that expose customer tools, data sources, and APIs in a standardized format — enabling AI agents to dynamically discover and invoke capabilities across the customer's technology stack.

- A2A (Agent-to-Agent) Integration: Architect Agent-to-Agent communication patterns that allow Amazon Connect AI agents to collaborate with specialized agents across the enterprise (e.g., billing agents, order management agents, IT support agents), enabling multi-agent workflows that span organizational boundaries.

- Integration Development: Build serverless integrations using AWS Lambda, API Gateway, Step Functions, and scripting (Python, Node.js) to connect Amazon Connect AI agents with customer data systems (CRMs, ERPs, databases, knowledge bases).

- Cloud Data Access: Architect secure access patterns to cloud-based data systems (Amazon DynamoDB, Amazon RDS, Amazon S3, Amazon OpenSearch, Amazon Kendra/Knowledge Bases for Bedrock) to power AI agent tool use and retrieval-augmented generation (RAG).

- Agentic IDE Proficiency: Leverage agentic development environments such as Kiro (and similar AI-assisted IDEs) to accelerate development workflows, including spec-driven development, agent hooks, MCP server configuration, and AI-assisted code generation.

- Pre-Production Validation: Guide customers through testing, evaluation, and validation of AI agent performance against defined success criteria before production deployment.

- Knowledge Sharing: Create reusable artifacts (reference architectures, implementation guides, sample code, prompt libraries, data readiness checklists) that scale best practices across the Connect SA community and partner ecosystem.

- Service Team Collaboration: Provide feedback to Amazon Connect and Amazon Bedrock product teams based on real-world customer implementations, contributing to product roadmap prioritization.

- Field Enablement: Contribute to the ACE (Amazon Connect Enablement) program by sharing learnings, delivering technical deep-dives, and mentoring field SAs on agentic AI implementation patterns.


About the team
Diverse Experiences

AWS 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.

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 & 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.

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.