Customer Solutions Architect, Amazon Connect

Remote from: Canada
Annual salary: Undisclosed
Salary information is not provided for this position. Check our Salary Directory to estimate the average compensation for similar roles.
Department: Customer Success
Employment type: Full Time,
Job posted: 8 Jul 2026
Apply before: 8 Aug 2026
Experience level: Senior
Views / Applies: 28 / 2

Caylent is a next-generation cloud services company that helps you adapt with speed and drive intelligent growth by leveraging our AI and AWS expertise.

Computer Software
2016

AI Summary

Caylent is hiring a Customer Solutions Architect specializing in Amazon Connect. This fully remote role involves partnering with sales and enterprise clients to design and architect innovative customer experience solutions on AWS. The ideal candidate combines deep Amazon Connect expertise with broad AWS knowledge and a proven ability to act as a trusted advisor. Responsibilities include leading technical discovery, authoring proposals, integrating AI/ML capabilities like Amazon Lex and Bedrock, and contributing to thought leadership. The role is 100% remote and focuses on transforming how businesses connect with their customers.

Role DNA

Job Complexity

Easy Hard

Pace & Pressure

Relaxed Fast-paced

Autonomy Level

Guided Full Ownership

Communication Load

Independent Highly Collaborative

AI Insight This role requires deep technical expertise in Amazon Connect and AWS, combined with strong client-facing skills and the ability to design complex CX solutions. The need to stay current with rapidly evolving AI and cloud services adds to the challenge.

Salary Analysis

AI Insight The job listing does not specify a salary range. Based on market data for a Customer Solutions Architect with Amazon Connect expertise, the estimated median salary is $155,000 USD. This is competitive for a senior, fully remote role requiring deep AWS and CX specialization.

Core Skills Required

Amazon Connect AWS Customer Experience Solution Architecture Pre-Sales Cloud Architecture AI/ML Contact Center Technical Thought Leadership Generative AI

Cover Letter Sample

I am writing to express my strong interest in the Customer Solutions Architect, Amazon Connect position at Caylent. With over X years of experience in cloud architecture and a deep specialization in Amazon Connect, I am excited about the opportunity to help clients transform their customer experience through innovative AWS solutions.

In my previous role, I led multiple successful Amazon Connect deployments for enterprise clients in regulated industries, designing scalable omnichannel contact centers and integrating AI/ML capabilities like Amazon Lex. I am passionate about working backwards from business challenges to architect solutions that drive measurable outcomes.

I appreciate Caylent's commitment to a fully remote, people-first culture and its focus on cutting-edge CX and AI technologies. I am confident my technical expertise and client advisory skills would make me a valuable addition to the team.

Thank you for considering my application. I look forward to the possibility of discussing how I can contribute to Caylent's success.

Sample Interview Questions

Describe your experience designing and implementing Amazon Connect solutions for enterprise clients, including any challenges you faced and how you overcame them.

In my previous role, I led the design of an Amazon Connect omnichannel contact center for a financial services client. The biggest challenge was integrating with legacy CRM systems while meeting strict compliance requirements. I conducted thorough discovery workshops, mapped out integration points using AWS Lambda, and implemented fine-grained IAM policies. The solution reduced call handling time by 30% and improved customer satisfaction scores.

How would you approach a client who is new to cloud-based contact centers and is considering Amazon Connect?

I would start by understanding their current pain points, business objectives, and technical constraints. Then, I would conduct a proof-of-concept demonstrating key features like dynamic routing, IVR with Amazon Lex, and real-time analytics. I would also walk them through cost comparisons and the scalability benefits. My goal is to build trust and show how Amazon Connect can deliver immediate value while aligning with their long-term strategy.

Explain how you would integrate AI/ML capabilities into an Amazon Connect solution to enhance customer experience. Give a specific example.

I would use Amazon Lex for natural language understanding in IVR, allowing customers to state their intent naturally. For a retail client, I integrated Amazon Bedrock to generate personalized product recommendations during calls. The system used customer purchase history and real-time context to suggest items, leading to a 15% increase in upsell conversions. Additionally, I used Amazon Connect's post-call analytics with ML to identify sentiment trends and agent coaching opportunities.

How do you stay current with AWS services and the Amazon Connect roadmap? How do you incorporate new features into your solution designs?

I regularly follow AWS blogs, re:Invent sessions, and the Amazon Connect roadmap. I actively participate in AWS community forums and beta test new features when possible. When designing solutions, I review the latest capabilities and assess their applicability to client needs. For example, when Amazon Connect added outbound campaigns, I immediately saw value for a healthcare client and redesigned their appointment reminder system to reduce no-shows.

Describe a time when you had to manage a difficult stakeholder or conflicting requirements during a pre-sales engagement. How did you handle it?

During a pre-sales engagement for a government client, the IT team wanted a fully on-premise solution due to security concerns, while the business team wanted the agility of the cloud. I facilitated a workshop to align on security requirements (FedRAMP, encryption, etc.) and demonstrated how Amazon Connect meets those standards. I proposed a hybrid architecture using AWS Direct Connect and sensitive data handling with AWS KMS. Ultimately, we reached a consensus that satisfied both teams.

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.

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!

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.

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!

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. 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.

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

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

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. So, regardless of how your diversity expresses itself, you can find a home here at Caylent.

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 hr@caylent.com.

NOTE: We’re unable to provide visa sponsorship now or at any time in the future.

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 talent@caylent.com

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. So, regardless of how your diversity expresses itself, you can find a home here at Caylent.

Apply now >