Customer Solutions Architect, Amazon Connect

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!

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.

The Mission

What You’ll Do

Client Engagement and Pre-Sales

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

Solution Design and Architecture

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

Evangelism and Thought Leadership

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

Company issued laptop

Dental and Vision insurance

Term Disability Insurance

Term Life Insurance

Flexible Spending Account

Equipment & Office Stipend

Annual stipend for Learning and Development

Unlimited Paid Time Off

10 Paid Holidays

Base Salary Range: The expected base salary range for this position is $175,000 - $197,500 per year, commensurate with experience and qualifications.

Additional Compensation Components: In addition to the base salary, the compensation package may include bonuses, commissions, equity, and other incentives. The specific components will vary depending on the role and individual and/or company performance.

NOTE: We’re unable to provide visa sponsorship now or at any time in the future.

At Caylent, we are committed to fair, transparent, and inclusive hiring practices. As part of our recruitment process, we may use artificial intelligence (AI) tools or automated systems to assist with the screening and evaluation of applications to help match candidate qualifications with job requirements. These tools are designed to support — not replace — human decision-making. Final hiring decisions are always made by our trained recruitment professionals. If an AI or automated tool is used during your application process, it will only be in accordance with applicable laws and regulations, and your information will be handled in a secure and confidential manner. If you have any questions, please contact talent@caylent.com

Caylent is a place where everyone belongs. We celebrate diversity and are committed to creating an inclusive environment for all employees. Our approach helps us to build a winning team that represents a variety of backgrounds, perspectives, and abilities. So, regardless of how your diversity expresses itself, you can find a home here at Caylent.