Principal Architect

Amazon Connect Platform Engineering

Build contact flows that integrate AI agents, Lambda-backed business logic, Customer Profiles, and dynamic data-driven routing

Implement Amazon Connect Cases and Tasks solutions: case templates, queue-based work allocation, SLA monitoring, approval workflows, and migrations from legacy case systems

Configure and operationalize Contact Lens for real-time sentiment, post-contact summaries, category rules, and quality management

Implement proficiency-based and attribute-driven routing, outbound campaigns (including answering machine detection and compliance controls)

Build out the Amazon Connect analytics data lake (Glue, Lake Formation, Athena) and QuickSight dashboards for real-time operations and executive reporting

Support legacy platform migrations (i.e. Avaya, Genesys, Connect, NICE): flow conversion, data migration, parallel-run validation, and production cutover on live contact centers

Full-Stack & Portal Engineering

Build custom Agent Workspace experiences with the Amazon Connect Streams API, third-party app embedding, and CRM screen-pop integrations

Build serverless, event-driven backends with Lambda, EventBridge, Step Functions, SQS/SNS, DynamoDB, and Kinesis for real-time event processing and customer journey orchestration

Infrastructure, Delivery & Quality

Author infrastructure as code with AWS CDK (TypeScript) as the primary tool, CloudFormation, or Terraform where customer environments require them

Build and maintain CI/CD pipelines (GitHub Actions) and automated test suites: Jest/Vitest/PyTest, Playwright E2E and API tests, and integration tests against live Connect instances

Follow phased rollout patterns for production contact centers where downtime is measured in missed calls; write deployment runbooks

Instrument monitoring and alerting (CloudWatch metrics, alarms, and custom dashboards across voice, chat, tasks, queues, agents, Lambda, and AI agents) and participate in production incident triage

Apply security and compliance baselines in everything you ship: least-privilege IAM, DevSecOps scanning, encryption standards

Collaboration & Practice Contribution

Work directly with customer engineering teams: pair on integrations, run technical working sessions, demo completed workstreams, and lead knowledge transfer so customers can operate what you build

Own architecture decisions within your workstream; evaluate native Connect capability before custom builds ("configuration over customization"), surface trade-offs to practice leads, and document decisions

Perform code reviews, uphold engineering standards, and mentor junior and mid-level CX engineers through pairing and review feedback

Contribute reusable assets back to the practice: shared CDK constructs, skills/plugins, demo environments, and internal tooling, so the next engagement starts further ahead

Support pre-sales when needed: build proof-of-concept demos and provide implementation-grounded input on estimates and SOW technical scope

Consulting & Leadership

Lead a 5–10 person team of BAs, engineers, and architects to deliver the solution, providing day-to-day technical direction and unblocking the team

Own solution delivery planning, ensuring scope, deliverables, and objectives stay aligned to business goals and Caylent best practices

Drive risk management and mitigation, identifying technical risks early and steering the team through resolution

Serve as the primary technical escalation point for the client, translating business needs into technical direction for the team

Ensure technical delivery quality, reviewing architecture and implementation decisions against Caylent standards

Mentor and guide team members, fostering growth and consistent technical practices across the group