Principal ProServe Cloud Architect - Connect and Conversational AI, Amazon Conne

Overview

Principal ProServe Cloud Architect - Connect and Conversational AI, Amazon Connect Center of Delivery Excellence

Job ID: | Amazon Web Services, Inc.

Application deadline: Feb 6, 2026

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 customers to understand their technical requirements and business objectives, designing and implementing tailored cloud solutions. You\'ll be a key player in the pre-sales process, providing technical expertise and guidance throughout the customer\'s cloud journey.

In this role, you\'ll be responsible for creating and leading the solution design to address customer business outcomes (CBO). Operating as the conduit between ProServe Account Executives and our Global Delivery Teams, you\'ll ensure proposed solutions are realistic, achievable, and optimize ProServe and/or our partners to maximize CBOs. As a PCA you are a trusted advisor to our customers, providing guidance on industry trends, emerging technologies, and innovative solutions to address customer challenges. As a technical SME, you will share knowledge within the organization, through mentoring, training, creation of reusable artifacts and process improvements.

Your experience in designing technical solutions within the technology/consulting sector will equip you with the ability to architect complex, scalable, and secure solutions tailored to meet the specific needs of each customer, translating technical concepts into business value. Your success as a PCA will be linked to impacting the signing of SOWs, and the successful implementation of solutions which achieve CBOs while exceeding customer satisfaction (CSAT) expectations.

Responsibilities

• Designing complex, scalable, and secure AWS solutions to deliver customer business outcomes (CBOs)
• Providing technical guidance and best practices during pre-sales and implementation phases
• Collaborating with Account Managers and Shared Delivery Teams to ensure proposed solutions are realistic and achievable
• Acting as a trusted advisor to customers on industry trends and emerging technologies
• Sharing knowledge within the organization through mentoring, training, and creating reusable artifacts

Basic Qualifications

• Bachelor\'s degree in Computer Science, Math, or a related field
• 8+ years of experience in cloud architecture, solutioning, and implementation
• 8+ years of experience as a contact center technology architect, enterprise IT Architect or senior contact center solutions architect working with leading contact center technology platforms and applications, such as Amazon Connect, Avaya, Cisco, Genesys, NICE InContact, Salesforce, etc.
• 5+ years designing 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
• 5+ years experience in developing solutions, proposals, and SOWs for customers, presenting them to senior customer leaders, and operating as their trusted advisor

Preferred Qualifications

• Advanced technology degree or AWS Professional level certifications (e.g., Solutions Architect Professional, DevOps Engineer Professional) preferred
• Deep understanding of AWS services across compute, storage, networking, security, databases, machine learning, and serverless technologies
• Knowledge of security and compliance standards (e.g., HIPAA, GDPR)
• Expertise in performance optimization and cost management for cloud environments
• Strong communication skills with the ability to explain technical concepts to both technical and non-technical audiences as part of pre-sales motion
• Knowledge of Amazon Connect or Amazon Lex capabilities and benefits
• Experience incorporating generative and agentic AI into the contact center, including architecture design, integration design, and customer experience

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Salary and Benefits

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, 401(k) matching, paid time off, and parental leave. Learn more about our benefits at

Locations with salary ranges include: USA, CA, Mountain View; USA, CA, San Francisco; USA, CO, Denver; USA, GA, Atlanta; USA, IL, Chicago; USA, NY, New York; USA, TX, Austin; USA, TX, Dallas; USA, VA, Arlington; USA, WA, Seattle.

Compliance and Notices

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. Pursuant to the Los Angeles County Fair Chance Ordinance and the San Francisco Fair Chance Ordinance, we will consider qualified applicants with arrest and conviction records. Our inclusive culture supports accommodations during the application and hiring process. If you require accommodations, please visit the Amazon hire accommodations page. For more information, contact your Recruiting Partner.

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