Customer Solutions Architect, Amazon Connect

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.

We are seeking a Customer Solutions Architect specializing in Amazon Connect to partner with our sales team and enterprise clients. The right candidate combines deep Amazon Connect expertise with broad AWS knowledge and a proven ability to establish themselves as a trusted advisor. You are passionate about transforming how businesses connect with their customers and love working backwards from real business challenges to design innovative, scalable CX solutions.

• 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