Remote Principal CX Architect — AI-Driven Contact Center

Caylent; United States; Remote; USD 126,000 - 142,000; Full time

Benefits offered by this job

100% remote work

Equitable Life - Hybrid Plan

100% Premium Coverage for employee and

dependents

4% Pension match (employer)

Unlimited Vacations

Sick Leave

Paid Holidays

Parental Leave

Competitive stock options plan

Paid for exams and certifications

Job summary

Caylent is seeking a talented Principal Architect to join our CXE practice. You will own the architecture and delivery of AI-native contact center solutions, combining Amazon Connect, generative AI, and multi-agent orchestration to achieve business outcomes.

Lead a cross-functional team, guide technical direction, and ensure quality delivery from design to production. This fully remote role offers global collaboration and career growth within Caylent’s renowned CCaaS practice.

Qualifications

• 10+ years of software engineering with enterprise-scale experience.
• Hands-on Amazon Connect and CCaaS experience.
• Strong leadership and client-facing capabilities.
• Experience with AI/LLM development and prompt engineering.

Responsibilities

• Lead architecture and technical delivery of AI-native CCaaS solutions end to end.
• Mentor and guide a 5–10 person CX engineering team.
• Own solution delivery planning and risk management.
• Drive pre-sales input on estimates and technical scope.
• Ensure alignment with Caylent standards and business outcomes.
• Collaborate with client teams and transfer knowledge to customers.

Skills

Amazon Connect

AI/LLM development

Leadership

Python

TypeScript/Node.js

React

Serverless AWS

Observability & debugging

CI/CD

Security & compliance

Education

Bachelor's degree in Computer Science

CS/CE Master’s preferred

Tools

AWS CDK

Terraform

Docker

Lambda

S3

Athena

Job description

Caylent is seeking a talented Principal Architect to join our CXE practice. You will own the architecture and delivery of AI-native contact center solutions, combining Amazon Connect, generative AI, and multi-agent orchestration to achieve business outcomes.

Lead a cross-functional team, guide technical direction, and ensure quality delivery from design to production. This fully remote role offers global collaboration and career growth within Caylent’s renowned CCaaS practice.