[Hiring] Principal CX Architect @Caylent

Role Description

We are seeking a talented Principal Architect to join our growing CXE (Contact Center Experience) practice. The right candidate is someone who combines 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. Your mission will be to lead the architecture and technical delivery of Amazon Connect and AI agent solutions for our customers, providing expert guidance, managing technical risk, and ensuring that scope, deliverables, and objectives align to business outcomes and Caylent best practices while leading the Caylent technical team to deliver with excellence.

Your Assignment

• 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).
  • Engineer prompts and tool-calling integrations at production scale.
  • Implement barge-in handling, fallback, and error-recovery behavior for voice AI.
  • Optimize inference cost and latency hands-on.
  • Diagnose AI agent performance using observability tooling.
  • Build conversational experiences where intent-based NLU is the right fit.
  • Leverage Claude Code to enhance, develop, and/or create system architectures and components.
• Amazon Connect Platform Engineering
  • Build contact flows that integrate AI agents, Lambda-backed business logic, Customer Profiles, and dynamic data-driven routing.
  • Implement Amazon Connect Cases and Tasks solutions.
  • Configure and operationalize Contact Lens for real-time sentiment.
  • Implement proficiency-based and attribute-driven routing.
  • Build out the Amazon Connect analytics data lake and QuickSight dashboards.
  • Support legacy platform migrations.
• Full-Stack & Portal Engineering
  • Build custom Agent Workspace experiences with the Amazon Connect Streams API.
  • Build serverless, event-driven backends.
• Infrastructure, Delivery & Quality
  • Author infrastructure as code with AWS CDK.
  • Build and maintain CI/CD pipelines and automated test suites.
  • Follow phased rollout patterns for production contact centers.
  • Instrument monitoring and alerting.
  • Apply security and compliance baselines in everything you ship.
• Collaboration & Practice Contribution
  • Work directly with customer engineering teams.
  • Own architecture decisions within your workstream.
  • Perform code reviews and mentor junior engineers.
  • Contribute reusable assets back to the practice.
  • Support pre-sales when needed.
• Consulting & Leadership
  • Lead a 5–10 person team of BAs, engineers, and architects.
  • Own solution delivery planning.
  • Drive risk management and mitigation.
  • Serve as the primary technical escalation point for the client.
  • Ensure technical delivery quality.
  • Mentor and guide team members.

Qualifications

• 10+ years of hands-on software engineering experience.
• Strong, current Amazon Connect skills.
• Hands-on experience with conversational and generative AI.
• Strong Python, Typescript/Node.js, Javascript, and React experience.
• Experience with docker containers, web applications, databases.
• Infrastructure as code proficiency with AWS CDK or Terraform.
• Understanding of RAG concepts and LLMOps.
• Experience shipping and supporting production systems.
• Clear communication with customer-facing composure.

Preferred Qualifications

• AWS certifications (Solutions Architect, Developer, or ML/Connect-relevant Specialty).
• Contact center migration experience.
• Contact center operations fluency.
• Consulting or client-delivery background.

Benefits

• 100% remote work.
• Equitable Life - Hybrid Plan.
• 100% Premium Coverage for the employee and dependents.
• 4% Pension match (employer contribution).
• Unlimited Vacations.
• Sick Leave.
• Paid Holidays.
• Parental Leave.
• Competitive stock options plan.
• 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.