Customer Solutions Architect, Amazon Connect

About this role

<div class="content-intro"><p>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 and compliance, and everything in between.</p> <p>At Caylent, our people always come first.  We are a global company and operate fully remote with employees in Canada, the United States, and Latin America. We celebrate the culture of each of our team members and foster a community of technological curiosity. Come talk to us to learn more about what it means to be a Caylien!</p></div><p>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 & modernization, cloud native application development, DevOps, data engineering, security & compliance and everything in between. At Caylent, our people always come first. </p> <p>We are a fully remote global company with employees in Canada, the United States and Latin America. We celebrate the culture of each of our team members and foster a community of technological curiosity. Come talk to us to learn more about what it means to be a Caylien! </p> <p> </p> <p>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.</p> <p> </p> <p><strong>The Mission </strong></p> <p>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. You are passionate about transforming how businesses connect with their customers and love working backwards from real business challenges to design innovative, scalable CX solutions.</p> <p> </p> <p><strong>What You’ll Do</strong></p> <h3><strong>Client Engagement and Pre-Sales</strong></h3> <ul> <li>Provide technical thought leadership and serve as a trusted advisor to customer executives, helping shape CX transformation strategies and long-term technology roadmaps.</li> <li>Lead deep dive architecture and design sessions focused on Amazon Connect and modern customer experience solutions.</li> <li>Author proposals, solution designs, and statements of work that accurately capture customer requirements, technical constraints, assumptions, and delivery approach to ensure successful project outcomes.</li> <li>Conduct technical discovery workshops to understand client business challenges and translate them into actionable technical solutions</li> <li>Develop proof-of-concepts and prototypes to demonstrate the value of Amazon Connect features and capabilities.</li> <li>Serve as a subject matter expert and trusted advisor on Amazon Connect throughout the sales cycle</li> </ul> <h3><strong>Solution Design and Architecture</strong></h3> <ul> <li>Design and architect comprehensive customer experience solutions leveraging AWS services, with a focus on Amazon Connect and generative AI integration</li> <li>Create detailed technical specifications and architecture documents aligned with client requirements and AWS Well-Architected best practices</li> <li>Integrate AI and machine learning capabilities (Amazon Lex, Amazon Bedrock, generative AI) into contact center solutions to enhance customer interactions</li> <li>Ensure solutions meet compliance and security requirements in regulated industries such as healthcare, finance, and government</li> </ul> <h3><strong>Evangelism and Thought Leadership</strong></h3> <ul> <li>Educate clients and internal teams on Amazon Connect capabilities, AWS CX best practices, and emerging AI and ML technologies</li> <li>Contribute to blogs, white papers, webinars, and presentations that showcase Caylent's CX expertise</li> <li>Stay current with AWS service updates, the Amazon Connect roadmap, and industry trends in contact center technology</li> </ul> <p> </p> <p><strong>Benefits</strong></p> <ul> <li>100% remote work</li> <li>Equitable Life - Hybrid Plan</li> <li>100% Premium Coverage for the employee and dependents</li> <li>4% Pension match (employer contribution)</li> <li>Unlimited Vacations</li> <li>Sick Leave</li> <li>Paid Holidays</li> <li>Parental Leave</li> <li>Competitive stock options plan</li> <li>Paid for exams and certifications</li> <li>Peer bonus awards</li> <li>State of the art laptop and tools</li> <li>Equipment & Office Stipend</li> <li>Individual professional development plan</li> <li>Annual stipend for Learning and Development</li> <li>Work with an amazing worldwide team and in an incredible corporate culture</li> </ul> <p> </p> <p><em>NOTE: We are unable to provide sponsorship for this position. </em></p> <p>Caylent is a place…