Principal Architect

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

📋 Description

• Oversee the architecture and technical implementation of Amazon Connect and AI agent solutions for clients.

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

• Design prompts, integrate tools, manage authentication flows, and establish hallucination guardrails.

• Implement voice AI features such as barge-in, fallback mechanisms, error recovery, multilingual capabilities, and SSML-tuned interactions.

• Enhance AI inference cost-effectiveness and latency through model selection, prompt caching, and token budgeting.

• Analyze AI agent performance utilizing agent spans, CloudWatch, contact flow logs, transcripts, tool executions, and token usage metrics.

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

• Assist in migrating from platforms such as Avaya, Genesys, Connect, and NICE.

• Develop Agent Workspace experiences and serverless event-driven architectures.

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

• Establish monitoring, alerting, security, compliance measures, and manage production incident triage.

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

• Take charge of architectural decisions, perform code reviews, mentor engineers, and contribute to reusable practice resources.

• Aid pre-sales efforts with proof-of-concept demonstrations and technical assessments.

• Manage a team of 5–10 individuals, overseeing delivery planning, risk management, technical escalations, and quality assurance.

⛳️ Requirements

• A minimum of 10 years of practical software engineering experience, with at least 2 years focused on 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.

• Direct experience with conversational and generative AI, including Amazon Lex and LLM-based development (Amazon Bedrock, Q in Connect, or similar), along with prompt engineering and tool integration.

• Strong expertise in Python, Typescript/Node.js, Javascript, and React; solid experience in AWS serverless engineering (Lambda, EventBridge, API Gateway, DynamoDB, Step Functions).

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

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

• Understanding of RAG concepts and LLMOps.

• Experience in deploying and maintaining production systems, with a focus on testing discipline, observability instrumentation, and incident debugging across the complete stack.

• Excellent communication skills, capable of maintaining composure in customer interactions, demonstrating work, explaining trade-offs, and conducting working sessions with client engineers and executive teams.

• Must have current 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 migration, fluency in contact center operations, and a background in consulting or client delivery.

🏝️ Benefits

• Fully remote work environment.

• Generous holiday policy and flexible paid time off.

• Competitive phantom equity compensation.

• Coverage for examination and certification costs.

• Peer recognition through bonus awards.

• Provision of state-of-the-art laptops and tools.

• Office stipend for equipment and supplies.

• Personalized professional development plan.

• Annual budget for Learning and Development initiatives.

• Opportunity to work with a remarkable global team in an exceptional corporate culture.