Note: The job is a remote job and is open to candidates in 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). They are seeking a Customer Solutions Architect specializing in Amazon Connect to partner with their sales team and enterprise clients, focusing on designing innovative, scalable customer experience solutions.
Responsibilities
- 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
- 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
- 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
Skills
- Deep Amazon Connect expertise
- Broad AWS knowledge
- Proven ability to establish themselves as a trusted advisor
- Passionate about transforming how businesses connect with their customers
- Ability to work backwards from real business challenges to design innovative, scalable CX solutions
- Technical thought leadership
- Experience in leading deep dive architecture and design sessions focused on Amazon Connect
- Ability to author proposals, solution designs, and statements of work
- Experience conducting technical discovery workshops
- Ability to develop proof-of-concepts and prototypes
- Subject matter expert on Amazon Connect throughout the sales cycle
- Experience in designing and architecting comprehensive customer experience solutions leveraging AWS services
- Ability to create detailed technical specifications and architecture documents
- Experience integrating AI and machine learning capabilities into contact center solutions
- Knowledge of compliance and security requirements in regulated industries
- Ability to educate clients and internal teams on Amazon Connect capabilities and AWS CX best practices
- Experience contributing to blogs, white papers, webinars, and presentations
- Staying current with AWS service updates and industry trends in contact center technology
Benefits
- Medical Insurance for you and eligible dependents
- 401k plan with company match up to 4% and immediate vesting
- Competitive phantom equity
- State of the art laptop and tools
- Dental and Vision insurance
- Term Disability Insurance
- Term Life Insurance
- Flexible Spending Account
- Equipment & Office Stipend
- Annual stipend for Learning and Development
- Generous and flexible PTO
- 10 Paid Holidays
Company Overview