Senior Solutions Architect - Telco Customer Experience Transformation, AWS Industries, Telco

Imagine being part of a team where your ideas have the potential to transform some of the world's largest Enterprise and Telecommunications companies. Amazon Web Services (AWS) is seeking an experienced Solutions Architect to partner with industry-leading telco customers on their customer experience transformation journeys. AWS is committed to being the best place to build the world's most useful AI agents - and this role sits at the center of that mission for the telecommunications industry.

In this highly technical and customer-facing role, you will engage directly with customers to understand their business drivers, assess technology requirements, and design reliable, scalable, and commercially compelling solutions on AWS. The problem domains are focused and high-impact: contact center modernization, agentic omnichannel orchestration, AI-powered customer journey transformation, conversational AI and voice AI, and OSS/BSS integration. You will leverage AWS services including Amazon Connect, Bedrock AgentCore, Nova Sonic, and the broader agentic AI stack to solve real business problems for some of the world's largest telecoms.

As a trusted customer advocate, you will help organizations understand best practices around advanced cloud solutions and provide strategic guidance on modernizing legacy contact center infrastructure. You will build deep relationships with senior technical leaders to enable them as cloud advocates within their companies. A core responsibility is enabling customers on the value proposition of AWS through hands-on development sessions, deep architectural discussions, workshops, and cloud acceleration programs where you work side-by-side with customer teams to build prototypes and proof-of-concepts. You are comfortable operating in ambiguity - taking an ill-defined customer problem and rapidly translating it into a testable architecture, a working demo, or a compelling value narrative. You experiment fast, learn faster, and know when to be scrappy versus when to be rigorous.

You will drive revenue growth across a focused set of telco customers by formulating and executing sales strategies in partnership with the AWS Sales team. This involves mobilizing internal AWS resources and the partner ecosystem to ensure successful solution builds and deployments on AWS. You will also act as a liaison between customers and AWS service teams, synthesizing observations from customer engagements to help shape the roadmap of AWS features and services — your customer feedback directly informs roadmap priorities for Amazon Connect, Amazon Bedrock, and agentic AI services. Additionally, you will capture and share best practice knowledge across AWS, including authoring customer-facing content like whitepapers, code samples, and blog posts.

The ideal candidate has deep expertise in contact center architecture and CX transformation, with hands-on experience across at least two of: CCaaS platforms (Amazon Connect strongly preferred), conversational AI and voicebots, agentic AI systems, CRM/CDP integration, or omnichannel journey orchestration. Familiarity with telco-specific constraints - legacy IVR migration, SIPREC, SIP/RTP, BSS integration, regulatory complexity - is a strong differentiator. Breadth matters, but the ability to go deep on a customer problem and build something real is non-negotiable. The ability to earn technical trust quickly - through demonstrated competence, intellectual honesty, and hands-on credibility - is as important as communication style. Strong interpersonal skills are required to effectively communicate with all customer stakeholders, from developers and team leads to engineering directors and CXOs.

This is a role for someone who is energized by the early innings of a major industry shift - where the playbook is still being written, the tools are evolving weekly, and the opportunity to define how telcos use agentic AI to transform customer experience is genuinely open.

Key job responsibilities
Partner with customers to understand their technical and business requirements, assess contact center and CX technology portfolios, and guide their AWS adoption strategy - with a focus on contact center modernization, agentic omnichannel transformation, and AI-powered customer journey architecture.
Build deep, trusted advisor relationships with senior technical leaders and CX executives to enable them as cloud advocates within their organizations, accelerating the shift from legacy IVR and CCaaS platforms to modern, agentic customer experience architectures on AWS.
Drive revenue growth across a focused set of telco and enterprise customers by formulating and executing sales strategies in partnership with AWS Sales teams, mobilizing internal AWS resources and the partner ecosystem to ensure successful solution builds and deployments on AWS.
Design and architect scalable, resilient, and production-ready agentic CX solut