Customer Solutions Architect, Amazon Connect

Caylent

3d • Remote

About The Position

Caylent is a cloud native services company that helps organizations bring the best out of their people and technology using Amazon Web Services (AWS). We provide a full-range of AWS services including workload migrations & modernization, cloud native application development, DevOps, data engineering, security & compliance and everything in between. 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! Through our acquisition of Pronetx, Caylent now delivers industry-leading Amazon Connect and customer experience (CX) solutions at scale for enterprise clients across financial services, healthcare, government, and more. This role sits at the intersection of that expertise.

Requirements

• Deep Amazon Connect expertise
• Broad AWS knowledge
• Proven ability to establish themselves as a trusted advisor
• Passionate about transforming how businesses connect with their customers
• Love working backwards from real business challenges to design innovative, scalable CX solutions.

Responsibilities

• 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.
• Design and architect comprehensive customer experience solutions leveraging AWS services, with a focus on Amazon Connect and generative AI integration.
• 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.
• 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.

Benefits

• Medical Insurance for you and eligible dependents
• 401k plan with company match up to 4% and immediate vesting
• Competitive phantom equity
• State of the art laptop and tools
• Dental and Vision insurance
• Term Disability Insurance
• Term Life Insurance
• Flexible Spending Account
• Equipment & Office Stipend
• Annual stipend for Learning and Development
• Generous and flexible PTO
• 10 Paid Holidays

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed