Solutions Engineer - AWS Customer Experience & AI

Role Overview

We’re seeking multiple Solutions Engineers to join our team of innovators and thought leaders. In this role, you’ll combine hands-on technical expertise with architectural vision to design and implement cutting-edge customer experience solutions using AWS services, with a particular focus on Amazon Connect and generative AI technologies.

Key Responsibilities

• Design and architect comprehensive customer experience solutions leveraging AWS services, particularly Amazon Connect, with a focus on integrating generative AI capabilities to enhance customer interactions
• Develop proof-of-concepts and prototypes to demonstrate innovative solutions to clients, showcasing the potential of combining cloud technologies with AI
• Lead technical discovery sessions and workshops with clients to understand their unique business challenges and translate them into actionable technical solutions
• Write and review code for critical components of client solutions, ensuring high standards of quality and scalability
• Create detailed technical specifications and architecture documents that align with both client requirements and AWS best practices
• Support continuous value delivery initiatives, including solution design, demonstrations, and implementation for signed customer engagements.

Required Skills & Experience

• Deep expertise in AWS services, particularly Amazon Connect and related customer experience offerings
• Hands-on experience implementing generative AI solutions in production environments
• Strong software engineering background with practical coding experience
• Proven consulting skills with the ability to communicate complex technical concepts to diverse audiences
• Experience in customer experience (CX) technology implementations
• Track record of successful solution delivery in highly regulated industries such as healthcare, finance, or government

Preferred Qualifications

• AWS certifications (Solutions Architect, Machine Learning Specialty)
• Experience with large-scale contact center migrations to cloud platforms
• Background in implementing AI/ML solutions in customer service contexts
• Knowledge of security and compliance requirements in regulated industries
• Experience with agile development methodologies

What Sets You Apart

• Ability to bridge the gap between business requirements and technical implementation
• Strong consultative approach with excellent client-facing skills
• Innovation mindset with a passion for exploring cutting-edge technologies
• Experience in both architectural design and hands-on development
• Understanding of contact center operations and customer experience best practices