Solutions Architect II, AI & Customer Service Technology, Ring & Blink Customer Service Technology

DESCRIPTION

Ring & Blink Customer Service Technology is looking for a Solutions Architect to design and deliver AI-powered customer service systems at scale. This role sits at the intersection of Amazon Connect, Salesforce, and large language model (LLM) services, architecting the intelligent layer that powers voice AI, chat automation, and self-service experiences for millions of Ring and Blink customers.

You will own the end-to-end technical architecture for our contact center AI stack: designing LLM integration patterns with Amazon Bedrock, building AI agent orchestration across voice and chat channels, and driving the convergence of our Salesforce CRM and Amazon Connect platforms into a unified, AI-native system. This is not a traditional infrastructure role. You are the person who translates business problems into AI-powered solutions, validates them with data, and ships them into production.

We are a team that builds fast, measures everything, and treats AI as a core capability rather than an experiment. You will work directly with CS Operations leadership, product managers, and engineering to design systems that increase automation, reduce cost per contact, and improve the customer experience.

Key job responsibilities

• Design and implement AI-powered contact flow architectures using Amazon Connect, Amazon Bedrock, and Salesforce AI services (AgentForce, Einstein)
• Own the technical architecture for voice AI systems: IVR-to-LLM handoff patterns, intent classification, real-time transcription pipelines, and containment optimization
• Architect RAG (Retrieval Augmented Generation) implementations that connect knowledge bases to AI agents for accurate, context-aware customer interactions
• Lead the Salesforce/Connect convergence architecture, ensuring AI capabilities are natively integrated rather than bolted on
• Design prompt engineering frameworks and evaluation systems that measure AI output quality, hallucination rates, and customer satisfaction impact
• Build AI agent orchestration patterns across channels (voice, chat, self-service portals) with consistent fallback and escalation logic
• Create technical design documents, integration specifications, and architecture diagrams that engineering teams can execute against
• Partner with AWS service teams on Connect AI features (Connect Assistant, Agent Assist, Q in Connect) to evaluate, pilot, and integrate new capabilities
• Develop A/B testing frameworks for AI features, measuring containment rate, resolution rate, CSAT, and cost per contact
• Collaborate with CS Operations, Workforce Management, and Quality Assurance to ensure AI solutions meet operational requirements and scale targets

A day in the life
You start your day joining a working session with the engineering team to finalize the integration design for a new Bedrock-powered summarization service that will give agents real-time context from prior customer contacts. You are mapping the data flow, defining the API contracts, and mapping interdependencies.

After lunch, you are on a call with the AWS Connect team reviewing a new AI feature in preview. You assess whether it fits your architecture, what the integration lift looks like, and whether it solves a real operational pain point. You document your recommendation and share it with the product manager.

This role requires someone who is equally comfortable in a technical design review and a business strategy discussion with operations stakeholders. You are the connective tissue between what AI can do technically and what CS Operations needs it to do in practice.

About the team
Ring & Blink CS Technology Enablement owns the systems that power customer service for Ring, Blink, and Key by Amazon. We operate at the intersection of AI, contact center technology, and operational excellence.

We are a team of builders who ship fast and iterate weekly. AI is not a side project here. It is the core of our strategy: automate what we can, empower associates with AI for everything else, and measure the impact of both. You will join a team that has already deployed production voice AI, built LLM-powered agent assist tools, and is actively expanding AI capabilities across every customer touchpoint.

BASIC QUALIFICATIONS

• 2+ years of design, implementation, or consulting in applications and infrastructures experience
• 4+ years of specific technology domain areas (e.g. software development, cloud computing, systems engineering, infrastructure, security, networking, data & analytics) experience
• 5+ years of IT development or implementation/consulting in the software or Internet industries experience

PREFERRED QUALIFICATIONS

• Experience working within software development or Internet-related industries
• Experience migrating or transforming legacy customer solutions to the cloud
• Experience working with AWS technologies from a dev/ops perspective
• 4+ years of customer service experience, or experience in technical support

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.

USA, CA, Hawthorne - 131,300.00 - 177,600.00 USD annually