From the listing
About the role
Caylent is seeking a talented Principal Architect to join its growing CXE (Contact Center Experience) practice.
Lead the architecture and technical delivery of Amazon Connect and AI agent solutions for customers, providing expert guidance, managing technical risk, and ensuring scope, deliverables, and objectives align to business outcomes and Caylent best practices.
What you'll do
- 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 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 through model tier selection, prompt caching, and token budgeting against containment-rate targets.
- Diagnose AI agent performance using observability tooling that correlates contact flow logs, conversation transcripts, AI agent spans, tool executions, and token usage.
- 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 and outbound campaigns, including answering machine detection and compliance controls.
- Build out the Amazon Connect analytics data lake using Glue, Lake Formation, and Athena, and QuickSight dashboards for real-time operations and executive reporting.
What they're looking for
- 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.
From the company page
Benefits
Work from anywhereUnlimited vacationComprehensive benefitsWorkspace stipendPaid learning stipendsRetirementEquity in companyLaptop providedPaid holidays
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