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Principal ProServe Cloud Architect - Connect and Conversational AI

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Amazon Pforzheim GmbH

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Location:
United States , Austin ▼

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Category:
IT - Software Development

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Contract Type:
Not provided

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Salary:

182800.00 - 284300.00 USD / Year
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Job Description:

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.

Job Responsibility:

  • 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

Requirements:

  • 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

Nice to have:

  • 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
What we offer:
  • 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
  • sign-on payments
  • restricted stock units (RSUs)

Additional Information:

Job Posted:
February 21, 2026

Expiration:
February 26, 2026

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