Senior Solutions Architect - Customer Experience

3+ months agoMadrid, Spain


Role available in any AWS site across the EMEA region.

Would you enjoy helping customers to bring digital transformation to their contact center and customer experience strategy?

At AWS, we've taken the technology that Amazon customers use to interact with our agents to offer an omnichannel cloud contact center solution for enterprises to create their own customer experiences. We've embedded artificial intelligence (AI), machine learning, real-time data streaming and analytics, into a service called Amazon Connect, that enables personalized engagements, automated customer outcomes and the agility to change quickly, all in a pay-as-you-go model.

We are looking for Solutions Architects who are keen to train in an Amazon Connect specialism, to help our customers achieve their customer experience business outcomes.

In this role, you will have the opportunity to learn and build with Amazon Connect, and to develop your expertise in data analytics, AI, real-time data streaming and a host of other AWS cloud technologies. You will innovate and scale architectural best practices by collaborating with customers and with partners, developing content and enabling the wider community to adopt the AWS portfolio around Amazon Connect.

Becoming your customers' trusted advisor, you will share recommendations around security, cost, performance, reliability and operational efficiency to accelerate key projects at our customers.

Inside AWS, you will be an ambassador for our customers. You will articulate customer needs by articulating your observations from customer engagements and market trends around customer experience workloads to inform the roadmap of AWS features.

Your creativity will link technology to tangible solutions, with the opportunity to define cloud-native reference architectures for a variety of use cases. You will integrate AWS Services, to create demos and proofs of concept to help our customers understand just how much they can achieve with Amazon Connect.

Specialist Solutions Architects are thought leaders in AWS technology and industry trends in the customer experience space who create and share best practices through white papers, code samples, workshops, user groups and blog posts.

If you are enthusiastic about enabling AWS customers on the art of the possible, while challenging the impossible, come and build the future with us.


You have the following qualifications and competences:

• Background in one of the following: (1) Voice or Omnichannel Contact Centers (2) Contact Center Workforce Optimization or Workforce Management (WFO or WFM)
• Experience architecting, building or operating either on-premise or cloud contact center technologies.
• A basic understanding of a coding language. Deep expertise in coding is not mandatory; the ability to adapt existing code to a new use case for a demo or proof of concept is needed occasionally.
• Success engaging with internal or external stakeholders to help them achieve business outcomes.
• Fluent English.


One or more of the following qualifications are desired but not required:
• In-depth working knowledge in a technology domain such as WebRTC, SIP, multichannel/omnichannel contact center routing, workforce optimization (WFO) and agent quality management, workforce management, forecasting and scheduling, customer-facing payment solutions, coding in Python, Node.JS, C++ or other.
• Experience working in a customer-facing role, creating technical content or delivering enablement sessions.
• Experience with cloud technologies including relevant industry certifications (e.g. AWS Solutions Architect Associate or Professional).

Job ID: Amazon-1255578