Principal CX Architect

Caylent is an AI-first cloud services company that helps organizations turn ambitious ideas into meaningful business impact. As an AWS Premier Tier Services Partner and a charter member of Anthropic’s Claude Partner Network, we combine deep expertise in AWS, artificial intelligence, and Anthropic’s Claude platform to help customers modernize their technology, build intelligent products, and move AI from experimentation into production.

About the role

The Principal Architect will join our growing CXE (Contact Center Experience) practice, combining deep hands-on Amazon Connect and conversational AI expertise with the technical leadership to own delivery of complex, AI-native contact center solutions end to end. You will lead the architecture and technical delivery of Amazon Connect and AI agent solutions, providing expert guidance, managing technical risk, and ensuring alignment with business outcomes and Caylent best practices while leading the Caylent technical team.

Responsibilities

• AI Agent & Conversational AI Development
  • Build AI-native self-service using Amazon Connect AI agents, Amazon Q in Connect, and Amazon Bedrock (Claude model family), implementing multi-agent orchestration patterns
  • Engineer prompts and tool-calling integrations at production scale: SearchProfiles lookups, case creation, external API tools, authentication flows, and guardrails against hallucination and verification loops
  • Implement barge-in handling, fallback, and error-recovery behavior for voice AI, and validate it with turn-by-turn trace analysis
  • Optimize inference cost and latency: model tier selection (Haiku vs. Sonnet vs. Opus), prompt caching, and token budgeting against containment-rate targets
  • Diagnose AI agent performance using observability tooling (agent spans and CloudWatch) correlating contact flow logs, conversation transcripts, AI agent spans, tool executions, and token usage
  • Build conversational experiences where intent-based NLU is the right fit, including multilingual support and SSML-tuned voice interactions
  • Leverage Claude Code to enhance, develop, and/or create system architectures and components
• Amazon Connect Platform Engineering
  • Build contact flows integrating AI agents, Lambda-backed business logic, Customer Profiles, and dynamic data-driven routing
  • Implement Amazon Connect Cases and Tasks solutions: case templates, queue-based work allocation, SLA monitoring, approval workflows, and migrations from legacy case systems
  • Configure and operationalize Contact Lens for real-time sentiment, post-contact summaries, category rules, and quality management
  • Implement proficiency-based and attribute-driven routing, outbound campaigns (including answering machine detection and compliance controls)
  • Build out the Amazon Connect analytics data lake (Glue, Lake Formation, Athena) and QuickSight dashboards for real-time operations and executive reporting
  • Support legacy platform migrations (i.e., Avaya, Genesys, Connect, NICE): flow conversion, data migration, parallel-run validation, and production cutover on live contact centers
• Full-Stack & Portal Engineering
  • Build custom Agent Workspace experiences with the Amazon Connect Streams API, third-party app embedding, and CRM screen-pop integrations
  • Build serverless, event-driven backends with Lambda, EventBridge, Step Functions, SQS/SNS, DynamoDB, and Kinesis for real-time event processing and customer journey orchestration
• Infrastructure, Delivery & Quality
  • Author infrastructure as code with AWS CDK (TypeScript) as the primary tool, CloudFormation, or Terraform where required
  • Build and maintain CI/CD pipelines (GitHub Actions) and automated test suites: Jest/Vitest/PyTest, Playwright E2E and API tests, and integration tests against live Connect instances
  • Follow phased rollout patterns for production contact centers where downtime is measured in missed calls; write deployment runbooks
  • Instrument monitoring and alerting (CloudWatch metrics, alarms, and custom dashboards) and participate in production incident triage
  • Apply security and compliance baselines in everything you ship: least-privilege IAM, DevSecOps scanning, encryption standards
• Collaboration & Practice Contribution
  • Work directly with customer engineering teams: pair on integrations, run technical working sessions, demo completed workstreams, and lead knowledge transfer
  • Own architecture decisions within your workstream; evaluate native Connect capability before custom builds, surface trade-offs to practice leads, and document decisions
  • Perform code reviews, uphold engineering standards, and mentor junior and mid-level CX engineers through pairing and review feedback
  • Contribute reusable assets back to the practice: shared CDK constructs, skills/plugins, demo environments, and internal tooling
  • Support pre-sales when needed: build proof-of-concept demos and provide implementation-grounded input on estimates and SOW technical scope
• Consulting & Leadership
  • Lead a 5–10 person team of BAs, engineers, and architects to deliver the solution, providing day-to-day technical direction and unblocking the team
  • Own solution delivery planning, ensuring scope, deliverables, and objectives stay aligned to business goals and Caylent best practices
  • Drive risk management and mitigation, identifying technical risks early and steering the team through resolution
  • Serve as the primary technical escalation point for the client, translating business needs into technical direction for the team
  • Ensure technical delivery quality, reviewing architecture and implementation decisions against Caylent standards
  • Mentor and guide team members, fostering growth and consistent technical practices across the group

Requirements

• 10+ years of hands-on software engineering experience, including 2+ years building on Amazon Connect or comparable CCaaS platforms at enterprise scale
• Strong, current Amazon Connect skills: contact flows, routing, Cases and Tasks, Contact Lens, Customer Profiles, Streams API, and the Connect data/analytics stack
• Hands-on experience with conversational and generative AI, Amazon Lex plus LLM-based development (Amazon Bedrock, Q in Connect, or equivalent), including prompt engineering and tool calling
• Strong Python, Typescript/Node.js, Javascript, and React experience; solid AWS serverless engineering (Lambda, EventBridge, API Gateway, DynamoDB, Step Functions)
• Experience with Docker containers, web applications, databases (DynamoDB, SQL, Aurora)
• Infrastructure as code proficiency with AWS CDK or Terraform, including multi-account deployment patterns
• Understanding of RAG concepts and LLMOps
• Experience shipping and supporting production systems, testing discipline, observability instrumentation, and incident debugging across the full stack
• Clear communication with customer-facing composure, able to demo your work, explain trade-offs, and run working sessions with both client engineers and C-suite members

Preferred Qualifications

• AWS certifications (Solutions Architect, Developer, or ML/Connect-relevant Specialty)
• Contact center migration experience (i.e., Avaya, Genesys, Connect, NICE)
• Contact center operations fluency: Quality management, outbound compliance, and CX KPIs (containment, AHT, CSAT, NPS, SLA)
• Consulting or client-delivery background

Benefits

• 100% remote work
• Generous holidays and flexible PTO
• Competitive phantom equity
• Paid for exams and certifications
• Peer bonus awards
• State-of-the-art laptop and tools
• Equipment & Office Stipend
• Individual professional development plan
• Annual stipend for Learning and Development
• Work with an amazing worldwide team and in an incredible corporate culture

Pay

The base salary range for this position is $165,000 - $185,000 per year. Base salary is determined on factors such as skills, experience, geographic location, and other market conditions. Additionally, you are eligible for benefits, bonuses, and incentives as listed above.