Customer Solutions Manager, Prototyping & Customer Engineering

Job Description:

Do you have a builder's mentality where "show me" means more than "tell me"? Are you passionate about technology, understand cloud architectures & platforms and quick to pick up emerging technologies? Are you adept at working with customers to experiment with innovative approaches and the validate the technical feasibility of solutions?

As trusted customer advocates, the Prototyping and Customer Engineering (PACE) team helps customers in creating the early iterations of products and solutions, often exploring new technical grounds. The team is looking for a Customer Solutions Manager who can orchestrate complex customer engagements from concept to delivery. If you're passionate about AI technologies, love solving ambiguous problems, and thrive on helping teams move fast while maintaining quality, this is your opportunity to shape how organizations globally approach AI adoption.

In this role, you'll own AI-focused customer engagements end-to-end, partnering with Prototyping Engineers and Design Technologists to deliver breakthrough solutions. You'll work with technologies like large language models, RAG architectures, autonomous agents, and AI-driven development tools while applying Amazon's Working Backwards methodology to ensure every prototype starts with customer outcomes. This isn't a typical TPM role - you'll be at the forefront of the AI revolution, working on problems that don't have obvious answers and creating patterns that influence the entire industry.

Position requires travel - About 25% Domestic Travel

Key job responsibilities
- Own strategic AI-focused customer engagements from kick-off through delivery, applying Working Backwards methodology to define solution requirements, success criteria, and scope
- Facilitate PACE Prototyping Engineers and Design Technologists in AI solution design and agentic architecture patterns, coordinating adoption of AI-driven development tools to accelerate delivery
- Partner with Global Sales and Solutions Architecture teams to identify and qualify Generative AI and Agentic AI opportunities, supporting PACE leadership with program-level strategy
- Build and maintain relationships with customer executives and AWS leadership through structured communications, operational reviews, and clear reporting on AI outcomes and business impact
- Establish engagement metrics, track delivery velocity, and contribute to program-level KPIs that measure success
- Develop and implement processes that improve team efficiency, prototype delivery speed, and knowledge sharing across the PACE community
- Proactively identify risks specific to AI implementations and develop mitigation strategies to ensure successful outcomes
- Apply product thinking to ensure AI prototypes are designed with responsible AI practices, production readiness, and long-term customer value

A day in the life
Your morning dives into three active prototype engagements pushing the boundaries of what's possible with Agentic AI: a retail customer building an agentic shopping assistant, a financial services firm prototyping fraud detection, and a manufacturing company exploring supply chain optimization. Each novel challenge becomes a blueprint illuminating the path for enterprises globally. You facilitate a customer working session between their data science team and your Prototyping Engineer, navigating trade-offs between accuracy and latency. Mid-morning, you run a risk review identifying a data access blocker, coordinating quickly with the customer's infrastructure team and AWS Solutions Architects to unblock progress. You partner with Sales on a new opportunity, assessing feasibility and strategic fit. Afternoon brings a stakeholder sync demoing agent orchestration patterns and a team retrospective capturing breakthrough learnings. You're the connective tissue keeping engagements moving at unprecedented speed, removing blockers, ensuring quality, and shaping how enterprises adopt transformative AI.

About the team
The Prototyping and Customer Engineering (PACE) team is a group of hands-on builders that works with AWS customers to derisk or accelerate the launch of a new product or service. Through rapid, time-boxed prototyping engagements, PACE helps customers explore the art of the possible with AWS, turning bold ideas into working solutions that demonstrate real business value. PACE operates at the frontier of emerging technology, with deep expertise in Generative AI, Agentic AI, AI/MAL, and modern agentic application development

Candidate Requirements:

- Bachelor's degree in science, technology, engineering, math, business or equivalent
- Experience leading large-scale, technical or engineering programs with a proven record of thought leadership, business case development, realizing customer benefits, and successful program completion
- Experience in customer-facing work, engaging with customer executives, technologists or partners to solve business problems with advanced technologies
- Experience leading technical and non-technical transformation project teams with a proven ability to work across broad functional teams
- Experience in written and verbal communication with the ability to present complex technical information in a clear and concise manner to executives and non-technical leaders
- PMP certification, or SCRUM/Agile, SAFe certification
- Experience implementing cloud services including migrations and modernization projects or similar
- Experience defining KPI's/SLA's used to drive multi-million dollar businesses and reporting to senior leadership

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