Solutions Architecture Leader, Amazon Connect AMER, Applied AI Solutions, SA Team

This position is part of the AWS Specialist and Partner Organization (ASP). Specialists own the end-to-end go-to-market strategy for their respective technology domains, providing the business and technical expertise to help our customers succeed. Partner teams own the strategy, recruiting, development, and growth of our key technology and consulting partners. Together they provide our customers with the expertise and scale needed to build innovative solutions for their most complex challenges.


Amazon Web Services (AWS) is seeking an exceptional Solutions Architect Leader to lead in our AMER Solutions Architecture team for Amazon Connect. This strategic leadership role will drive our customers' success with Applied AI Solutions such as Amazon Connect by leading a team of highly-capable and specialized Solutions Architects who enable public sector organizations to transform their customer experience and engagement capabilities leveraging Amazon Connect and AWS AI services.

Key job responsibilities
Lead and Scale in the AMER Connect SA Team: Build, mentor, and grow a team of Solutions Architects specializing in Amazon Connect for enterprise customers. Develop career paths, conduct performance management, and foster a culture of innovation and customer obsession.

Drive AMER Revenue Growth: Partner with sales, business development, and service teams to achieve ambitious ARR targets for Amazon Connect in the enterprise and SMB sector. Develop and execute go-to-market strategies that address customer needs.

Establish Scalable Mechanisms: Create repeatable solutions, reference architectures, and enablement programs that accelerate time-to-value for public sector customers. Build self-service resources and automation that multiply your team's impact across the global public sector customer base.

Technical Strategy and Thought Leadership: Define the technical vision for Amazon Connect in public sector, including AI-powered customer engagement solutions. Represent AWS at industry events, contribute to whitepapers, and influence product roadmaps based on customer needs.

Cross-Functional Collaboration: Work closely with Amazon Connect product teams, WWSO technical teams, GTM programs, partner ecosystem, and AWS AI services teams to ensure public sector customer requirements are prioritized and addressed.

Customer Engagement: Participate in strategic customer engagements, executive briefings, and proof-of-concept initiatives that demonstrate Amazon Connect's value for mission-critical public sector use cases.

A day in the life
Your day might start with a 1:1 coaching session with one of your Solutions Architects who is working through a complex FedRAMP High architecture for a federal agency's contact center modernization. You'll review their approach, share insights from similar engagements, and help them think through the compliance implications.

Mid-morning, you'll join a strategic planning session with the Amazon Connect product team to advocate for public sector-specific features your customers need, backed by data from recent customer conversations. You'll present a business case for enhanced audit logging capabilities that multiple defense customers have requested.

After lunch, you'll lead your weekly team meeting where you celebrate wins, share learnings from recent customer engagements, and introduce a new AI-powered solution accelerator your team developed that reduces implementation time by 40%. You'll also discuss how to scale this mechanism across the broader field organization.

In the afternoon, you'll join a customer executive briefing with a state government CIO exploring Amazon Connect for their citizen services transformation. You'll articulate the art of the possible, address concerns about data residency and compliance, and outline a phased migration approach that minimizes risk.

You'll end your day reviewing hiring pipelines, preparing feedback for promotion discussions, and strategizing with your peer leaders about how to better integrate Amazon Connect solutions with other AWS AI services to create more comprehensive customer engagement platforms for public sector customers.

About the team
The Amazon Connect Worldwide Solutions Architecture team is at the forefront of transforming how organizations engage with their customers using AI-powered contact center solutions. As part of the Applied AI Solutions Architecture organization, we work on some of the most innovative and impactful customer engagement challenges across industries and geographies.

Our team culture emphasizes innovation, customer obsession, and continuous learning. We've established global demo environments, service-aligned solution architecture teams, and scalable mechanisms that enable us to support thousands of customers worldwide. We recently trained 60 WW Public Sector SAs to become Amaz