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 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: - 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. Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner. The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including 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, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits . USA, CA, Irvine - 182,800.00 - 247,300.00 USD annually USA, CA, San Francisco - 210,200.00 - 284,300.00 USD annually USA, FL, Tampa - 182,800.00 - 247,300.00 USD annually USA, GA, Atlanta - 182,800.00 - 247,300.00 USD annually USA, IL, Chicago - 182,800.00 - 247,300.00 USD annually USA, NJ, Jersey City - 201,000.00 - 272,000.00 USD annually USA, TX, Dallas - 182,800.00 - 247,300.00 USD annually USA, VA, Arlington - 182,800.00 - 247,300.00 USD annually USA, WA, Seattle - 182,800.00 - 247,300.00 USD annually