Principal CX Architect

About this role

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.

Our capabilities span generative and agentic AI, cloud migration and modernization, cloud-native application development, data and analytics, DevOps, managed services, security and compliance, and customer experience transformation. At Caylent, our people always come first.

We are a fully remote global company with employees in Canada, the United States and Latin America. We celebrate the culture of each of our team members and foster a community of technological curiosity. Come talk to us to learn more about what it means to be a Caylien!

The Mission

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), implementing multi-agent orchestration patterns, with orchestrator agents delegating to task-specific agents and escalation paths to human queues

• 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 hands-on: 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) that correlates contact flow logs, conversation transcripts, AI agent spans, tool executions, and token usage to isolate latency, cost, and quality issues

• 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 that integrate 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 customer environments require them

• 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 across voice, chat, tasks, queues, agents, Lambda, and AI agents) 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 so customers can operate what you build

• Own architecture decisions within your workstream; evaluate native Connect capability before custom builds ("configuration over customization"), 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, so the next engagement starts further ahead

• Support pre-sales when needed: build proof-of-concept demos and provide implementa

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