Naval Architect maintaining structural integrity, compliance, and operational suitability for CSL’s self - unloading vessel and marine transportation fleet. Developing repairs and coordinating inspections across technical stakeholders.
About the role
- Principal Architect leading Amazon Connect and AI contact-center solutions for Caylent, an AWS and Anthropic cloud services company. Driving architecture, delivery, and technical leadership for enterprise customers.
Responsibilities
- Lead the architecture and technical delivery of Amazon Connect and AI agent solutions end to end
- Build AI-native self-service using Amazon Connect AI agents, Amazon Q in Connect, and Amazon Bedrock
- Engineer prompts and tool-calling integrations, authentication flows, and hallucination guardrails
- Implement voice AI barge-in, fallback, and error-recovery behavior; validate with trace analysis
- Optimize inference cost and latency through model selection, prompt caching, and token budgeting
- Diagnose AI agent performance using observability tooling, CloudWatch, contact flow logs, transcripts, spans, tool executions, and token usage
- Build multilingual, intent-based NLU and SSML-tuned voice experiences
- Build Amazon Connect contact flows, Cases, Tasks, Contact Lens, routing, outbound campaigns, analytics data lakes, and QuickSight dashboards
- Support migrations from Avaya, Genesys, Connect, and NICE platforms
- Build Agent Workspace experiences, CRM integrations, and serverless event-driven backends
- Author infrastructure as code and maintain CI/CD pipelines and automated test suites
- Implement phased production rollouts, deployment runbooks, monitoring, alerting, security, and compliance controls
- Work with customer engineering teams, run technical sessions, demonstrate work, and lead knowledge transfer
- Own architecture decisions, perform code reviews, mentor engineers, and contribute reusable practice assets
- Support pre-sales through proof-of-concept demos and technical estimates
- Lead a 5–10 person team and provide technical direction
- Own delivery planning, risk management, technical escalations, and delivery quality
Requirements
- 10+ years of hands-on software engineering experience, including 2+ years building on Amazon Connect or comparable CCaaS platforms at enterprise scale
- Strong, current Amazon Connect skills: contact flows, routing, Cases and Tasks, Contact Lens, Customer Profiles, Streams API, and the Connect data/analytics stack
- Hands-on experience with conversational and generative AI, Amazon Lex plus LLM-based development (Amazon Bedrock, Q in Connect, or equivalent), including prompt engineering and tool calling
- Strong Python, Typescript/Node.js, Javascript, and React experience; solid AWS serverless engineering (Lambda, EventBridge, API Gateway, DynamoDB, Step Functions)
- Experience with docker containers, web applications, databases (i.e. DynamoDB, SQL, Aurora)
- Infrastructure as code proficiency with AWS CDK or Terraform, including multi-account deployment patterns
- Understanding of RAG concepts and LLMOps
- Experience shipping and supporting production systems, testing discipline, observability instrumentation, and incident debugging across the full stack
- Clear communication with customer-facing composure, able to demo your work, explain trade-offs, and run working sessions with both client engineers and C-suite members
- Current legal authorization to work in the country where this position is located; Caylent cannot sponsor visa or work permit applications
- AWS certifications, contact center migration experience, contact center operations fluency, and consulting or client-delivery background are preferred qualifications
Benefits
- 100% remote work
- Equitable Life - Hybrid Plan
- 100% Premium Coverage for the employee and dependents
- 4% Pension match (employer contribution)
- Unlimited Vacations
- Sick Leave
- Paid Holidays
- Parental Leave
- Competitive stock options plan
- Paid for exams and certifications
- Peer bonus awards
- State of the art laptop and tools
- Equipment & Office Stipend
- Individual professional development plan
- Annual stipend for Learning and Development
- Work with an amazing worldwide team and in an incredible corporate culture
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