Solutions Engineer - AWS Customer Experience & AI
Location: Remote
Department: External - Client Requirement
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
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