Senior WW Applied AI Specialist SA - Amazon Connect
About the job
- Bachelor's degree in computer science, engineering, mathematics or equivalent, or experience in a professional field or military
- 7+ years of experience in solutions architecture, software engineering, or technical consulting in customer-facing roles
- Experience communicating across technical and non-technical audiences, including executive level stakeholders or clients
- Demonstrated experience with AI/ML concepts including large language models (LLMs), prompt engineering, retrieval-augmented generation (RAG), and model evaluation
- Contact center domain expertise including understanding of IVR/IVA design, routing strategies, workforce management, quality management, and CX metrics
- Lead customer engagements as the trusted advisor to understand business requirements, existing contact center architecture, AI readiness and help them technically validate Amazon Connect
- Design agentic AI solutions within Amazon Connect, including AI agent creation, AI prompt engineering, model selection, guardrail configuration, and tool/action and Agent-to-Agent integration
- Represent the voice of the customer; bring customer feedback to product teams to influence feature development and future product roadmap
- Provide advanced technical knowledge to your domain aligned GTM teams to unblock our customers’ largest and most critical business challenges
- Act as a thought leader sharing best practices through forums such as AWS blogs, whitepapers, reference architectures and public-speaking events such as AWS Summit, AWS re: Invent, etc
- Partner with Business Development teams to define the technical components of best in class GTM concepts, solutions, and initiatives
- Develop and support an AWS internal community of technical subject matter experts worldwide. Create and deliver field enablement for the broader SA population on Amazon Connect
- Experience with agentic AI patterns including multi-agent orchestration, tool use, function calling, chain-of-thought reasoning, and autonomous agent workflows
- Experience with CCaaS adjacent capabilities including Analytics, WFM/WFO, CRM technologies.
- Familiarity with interoperability protocols such as MCP (Model Context Protocol) for standardized tool integration and/or A2A (Agent-to-Agent) for multi-agent communication
- Experience with Amazon Connect or other enterprise contact center platforms (Genesys, Avaya, Cisco, NICE, Five9, etc.)
About the company
Amazon runs the largest online store in the United States and rents cloud computing to businesses and governments through Amazon Web Services. AWS pioneered renting computing power over the internet, and Amazon built its own delivery network to get orders to customers quickly. Shoppers buy from Amazon and from independent sellers on its store, and Prime members pay a subscription for fast free shipping, streaming video and music, and other perks. AWS rents out computing power, storage, databases, and AI tools so companies can run software without owning servers, and Amazon also makes Kindle e-readers and Echo speakers with the Alexa assistant. Jeff Bezos founded Amazon in 1994, and it is based in Seattle, Washington.
Company Size
10,001+
Company Stage
IPO
Headquarters
Seattle, Washington
Founded
1994
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Simplify's Take
What believers are saying
- AI drives growth: AWS's AI and custom-chip sales each more than doubled, passing $25 billion a year by June 2026.
- Stock grants gained value: shares hit a record in August 2026, making Amazon the fifth company to reach $3 trillion.
- Ads are a third engine beside stores and AWS: they grew 26% to $19.8 billion in the June 2026 quarter.
What critics are saying
- AWS's lead is shrinking: in the June 2026 quarter, Google Cloud grew 82% and Microsoft's Azure 43%, versus AWS's 37%.
- Job security has slipped: Amazon cut 30,000 corporate jobs in October 2025 and January 2026 to reduce management layers.
- Expect five office days a week: Amazon ended its three-day hybrid policy for corporate staff in January 2025.
What makes Amazon unique
- Most of Amazon's profit comes from cloud: AWS made 21% of sales but 60% of operating profit in mid-2026.
- Amazon is America's biggest parcel carrier by volume: it handled 6.9 billion packages in 2025, more than the Postal Service.
- Writing matters more than slides: Amazon meetings open with silent reading of a six-page memo instead of PowerPoint.
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Benefits
Flexible Work Hours
Company Equity
Growth & Insights and Company News
6 month growth
2%1 year growth
2%2 year growth
1%Amazon has launched three Alexa-branded tablets that run Google's Android and carry prices of $229.99 to $549.99, abandoning the low price that defined its Fire line. The Alexa Tablet 8 costs $229.99, the Tablet 11 costs $329.99, and the Tablet 12 Pro starts at $499.99 ($549.99 with an anti-glare Nanomatte finish). The devices have the full Google Play Store, stronger processors, better screens, and aluminium bodies. Apple's standard iPad costs $449, so the Pro now starts above it. Amazon is betting its Alexa+ AI assistant, built into the tablets, will justify the higher price. The move comes as Amazon's global tablet market share fell to 1.9% in the second quarter of 2026 from 8% a year earlier, according to Reuters.
Amazon is closing an unspecified number of grocery partner storefronts on Amazon.com, the company confirmed on Tuesday. It said the move will simplify online shopping and reduce friction, and it will guide shoppers to the best grocery options on its marketplace. Separate storefronts forced shoppers to deal with varying fees, delivery windows, and checkout experiences. Partners have included Winn-Dixie, Metropolitan Markets, and Weis Markets in the US, and Morrisons in Europe. Amazon did not say which partners will be affected. Amazon will instead work with grocers on other services, such as hosting Amazon Lockers and using AWS cloud services. A limited number of jobs are affected, and Amazon is helping those staff find new internal roles. The company offers same-day fresh grocery delivery in more than 2,300 US cities and towns, plus parts of Tokyo and London.
Apple, Amazon, and Microsoft have each unveiled AI devices in the past week, hoping to bring generative AI into homes before the holidays. Analysts expect modest sales for now, as weak consumer sentiment and rising component costs weigh on the market. Microsoft showed a Windows laptop from $2,599 with an RTX Spark chip that runs AI without the cloud. Amazon's largest Alexa Tablet 12 Pro costs $550, and its new Alexa requires a $19.99 monthly subscription or Prime membership. Apple's HomeView smart home hub costs $299 and has a 7-inch screen and facial recognition. Its $1,999 folding iPhone Duo reaches stores next week. IDC analyst Jitesh Ubrani said the aim is to get devices into homes and teach users, laying groundwork for bigger launches.
Peter Thiel's investment firm, Thiel Macro, has 42% of its portfolio in two artificial intelligence stocks, both bought in the second quarter. Amazon makes up 28% and Vistra Energy 14%. Thiel Macro beat the S&P 500 over the last six quarters, despite holding no stocks in two of them. Amazon's cloud unit, Amazon Web Services, grew revenue 37% in the second quarter, its fastest pace in more than four years. The stock trades at 21 times earnings, and analysts' median target of $330 implies 27% upside from $259. Vistra, the largest competitive power producer in the US, signed power deals with Meta Platforms and Amazon. Its median target of $210 implies 29% upside from $162.
Amazon (NASDAQ: AMZN) shares have fallen 10% since peaking two months ago, which one analyst sees as a buying chance. Concerns over rising AI spending and a rotation out of consumer tech stocks have weighed on the stock, which slightly lags the market in 2026. The business is growing fast. Net sales rose 20% last quarter, the strongest year-over-year jump since 2021. Amazon Web Services (AWS) revenue surged 37% in the second quarter on AI demand; AWS makes up a fifth of revenue but three-fifths of operating profit. North American e-commerce sales rose 16%, helped by Amazon's AI shopping assistant, Rufus. At less than 25 times next year's earnings, the article argues, Amazon's premium is available at a discount.