Customer Solutions Architect, Amazon Connect

Caylent; United States; Remote; USD 140,000 - 210,000; Full time

Benefits offered by this job

Medical Insurance

401(k) with match

Company laptop

Dental Insurance

Disability Insurance

Life Insurance

FSA

Learning stipend

Unlimited PTO

Paid holidays

Job summary

Caylent is 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.

We design and implement CX solutions leveraging AWS services, including AI integration. This fully remote role supports clients across regulated industries such as healthcare, finance, and government.

Qualifications

• Experience as a Customer Solutions Architect focusing on Amazon Connect and AWS services.
• Ability to lead architecture sessions and translate customer needs into technical designs.
• Experience developing proof-of-concept projects and ensuring security compliance.

Responsibilities

• Provide technical thought leadership and trusted advisor to executives on CX transformation.
• Lead architecture sessions for Amazon Connect and modern CX solutions.
• Author proposals, designs, and SOIs capturing requirements and delivery approach.
• Conduct discovery workshops and translate challenges into technical solutions.
• Develop PoCs demonstrating Amazon Connect value and capabilities.
• Act as SME on Amazon Connect throughout sales cycles.

Skills

Amazon Connect

AWS

Pre-sales

Solution design

Generative AI

Security & compliance

Client engagement

Tools

Amazon Lex

Amazon Bedrock

Job description

Customer Solutions Architect, Amazon Connect

USA

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 and modernization, cloud native application development, DevOps, data engineering, security & compliance, and everything in between.

We are a fully remote global company with employees in Canada, the United States and Latin America. We celebrate every culture and foster a community of technological curiosity.

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

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.

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.
• 401(k) plan with company match up to 4% and immediate vesting.
• 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.

NOTE: We are unable to provide sponsorship for this position.

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.

We are proud to be an equal‑opportunity employer. We prohibit discrimination and harassment of any kind based on race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity, gender expression, age, veteran status, genetic information, disability, or other applicable legally protected characteristics. If you would like to request an accommodation due to a disability, please contact us at [e-mail].

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 [e-mail].