Principal CX Architect

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.

• 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

• 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

• 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

• 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

• 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 implementation-grounded input on estimates and SOW technical scope

• 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

• 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 (i.e. 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

• 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