Principal Architect

This is a fully remote position, open to applicants in Canada.

📋 Description

• Oversee the architecture and technical implementation of Amazon Connect and AI agent solutions from start to finish.

• Develop AI-native self-service capabilities utilizing Amazon Connect AI agents, Amazon Q in Connect, and Amazon Bedrock.

• Design prompts and tool-calling integrations, set up authentication flows, and establish hallucination guardrails.

• Implement voice AI features including barge-in, fallback, and error recovery behavior; validate outcomes through trace analysis.

• Enhance inference cost and latency by selecting models, using prompt caching, and managing token budgets.

• Analyze AI agent performance with observability tools, CloudWatch, contact flow logs, transcripts, spans, tool executions, and token utilization.

• Create multilingual, intent-driven NLU and SSML-optimized voice experiences.

• Develop Amazon Connect contact flows, Cases, Tasks, Contact Lens, routing, outbound campaigns, analytics data lakes, and QuickSight dashboards.

• Assist with migrations from Avaya, Genesys, Connect, and NICE platforms.

• Develop Agent Workspace experiences, CRM integrations, and serverless event-driven backends.

• Write infrastructure as code and manage CI/CD pipelines along with automated testing suites.

• Implement staged production rollouts, deployment runbooks, monitoring, alerting, and ensure security and compliance controls are in place.

• Collaborate with customer engineering teams, conduct technical sessions, showcase work, and facilitate knowledge transfer.

• Take ownership of architectural decisions, conduct code reviews, mentor engineers, and contribute reusable practice assets.

• Assist in pre-sales activities through proof-of-concept demonstrations and technical estimations.

• Lead a team of 5–10 individuals and provide technical guidance.

• Manage delivery planning, risk assessment, technical escalations, and ensure delivery quality.

⛳️ Requirements

• Over 10 years of hands-on software engineering experience, including at least 2 years working with Amazon Connect or similar CCaaS platforms at an enterprise level.

• Proficient in Amazon Connect: contact flows, routing, Cases and Tasks, Contact Lens, Customer Profiles, Streams API, and the Connect data/analytics ecosystem.

• Practical experience with conversational and generative AI, including Amazon Lex and LLM-based development (Amazon Bedrock, Q in Connect, or similar), with a focus on prompt engineering and tool calling.

• Strong skills in Python, Typescript/Node.js, Javascript, and React; robust understanding of AWS serverless technologies (Lambda, EventBridge, API Gateway, DynamoDB, Step Functions).

• Familiarity with Docker containers, web applications, and databases (such as DynamoDB, SQL, Aurora).

• Proficient in infrastructure as code using AWS CDK or Terraform, including multi-account deployment strategies.

• Knowledge of RAG concepts and LLMOps.

• Experience in delivering and supporting production systems, including testing practices, observability instrumentation, and incident debugging across the entire stack.

• Excellent communication skills, especially in customer-facing situations; capable of demonstrating work, explaining trade-offs, and leading sessions with both client engineers and C-suite executives.

• Must have legal authorization to work in the country where this position is located; Caylent is unable to sponsor visa or work permit applications.

• Preferred qualifications include AWS certifications, experience in contact center migrations, fluency in contact center operations, and a background in consulting or client delivery.

🏝️ Benefits

• Fully remote work environment.

• Equitable Life - Hybrid Plan.

• 100% premium coverage for employees and their dependents.

• 4% pension match (employer contribution).

• Unlimited vacation policy.

• Sick leave provisions.

• Paid holidays.

• Parental leave benefits.

• Competitive stock options program.

• Financial support for exams and certifications.

• Peer bonus awards program.

• State-of-the-art laptop and tools provided.

• Equipment and office stipend available.

• Individual professional development plan tailored to your goals.

• Annual stipend for learning and development opportunities.

• Join an incredible global team within a remarkable corporate culture.