Customer Solutions Architect, Amazon Connect

About the role

The Mission We are seeking a Customer Solutions Architect specializing in Amazon Connect to partner with our sales team and enterprise clients. The right candidate combines deep Amazon Connect expertise with broad AWS knowledge and a proven ability to establish themselves as a trusted advisor. You are passionate about transforming how businesses connect with their customers and love working backwards from real business challenges to design innovative, scalable CX solutions.

Responsibilities

• Client Engagement and Pre-Sales
• Provide technical thought leadership and serve as a trusted advisor to customer executives, helping shape CX transformation strategies and long-term technology roadmaps.
• Lead deep dive architecture and design sessions focused on Amazon Connect and modern customer experience solutions.
• Author proposals, solution designs, and statements of work that accurately capture customer requirements, technical constraints, assumptions, and delivery approach to ensure successful project outcomes.
• Conduct technical discovery workshops to understand client business challenges and translate them into actionable technical solutions.
• Develop proof-of-concepts and prototypes to demonstrate the value of Amazon Connect features and capabilities.
• Serve as a subject matter expert and trusted advisor on Amazon Connect throughout the sales cycle.
• Solution Design and Architecture
• Create detailed technical specifications and architecture documents aligned with client requirements and AWS Well-Architected best practices.
• Integrate AI and machine learning capabilities (Amazon Lex, Amazon Bedrock, generative AI) into contact center solutions to enhance customer interactions.
• Ensure solutions meet compliance and security requirements in regulated industries such as healthcare, finance, and government.
• Evangelism and Thought Leadership
• Educate clients and internal teams on Amazon Connect capabilities, AWS CX best practices, and emerging AI and ML technologies.
• Contribute to blogs, white papers, webinars, and presentations that showcase Caylent's CX expertise.
• Stay current with AWS service updates, the Amazon Connect roadmap, and industry trends in contact center technology.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or related field.
• Minimum 5 years of experience in a similar role, preferably in a customer-facing or pre-sales capacity.
• Proven track record of successfully delivering complex, multi-faceted projects.
• Strong understanding of AWS services, particularly Amazon Connect, and its integration with other AWS services.
• Experience with generative AI and machine learning technologies, especially Amazon Lex and Amazon Bedrock.
• Excellent communication and presentation skills.
• Ability to work independently and as part of a team.
• Passion for customer experience and a commitment to innovation.

Skills

• Technical proficiency with AWS services, particularly Amazon Connect.
• Experience with generative AI and machine learning technologies, especially Amazon Lex and Amazon Bedrock.
• Strong problem-solving and analytical skills.
• Excellent written and verbal communication skills.
• Ability to work effectively in a remote, distributed team environment.

Benefits

• Medical Insurance for you and eligible dependents
• 401k plan with company match up to 4% and immediate vesting
• Competitive phantom equity
• Company issued laptop
• Dental and Vision insurance
• Term Disability Insurance
• Term Life Insurance
• Flexible Spending Account
• Equipment & Office Stipend
• Annual stipend for Learning and Development
• Unlimited Paid Time Off
• 10 Paid Holidays