Role Description 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. Qualifications - Deep expertise in Amazon Connect and AWS services. - Proven ability to establish trust with clients as a technical advisor. - Experience in designing customer experience solutions. - Strong communication and presentation skills. Requirements - Experience in customer engagement and pre-sales activities. - Ability to lead architecture and design sessions. - Knowledge of compliance and security requirements in regulated industries. 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.

• Engage and consult with global, strategic clients to architect solutions that deliver maximum value, including offering best-practice recommendations, on-the-fly solution suggestions, and relevant lines of questioning that may not have been prepared in advance. • Assist the sales team in building prospect confidence in Pindrop’s solutions by articulating complex product functionality, cloud architecture, and network architecture in a simple, easy-to-understand manner. • Identify and document all potential risks that could impact a prospect’s or customer’s successful deployment and full optimization on Pindrop. Lead internal discussions with stakeholders and build mitigation plans. • Write accurate Statements of Work (SOWs) with proposed solutions that encompass all requirements, deliverables, schedules, tasks, and pricing. • Lead complex deployments from project kickoff through transition, including gathering technical and functional requirements, configuring the solution, and supporting Pindrop customers with testing, training, and go-live. • Gain deep product knowledge and partner closely with Product and Engineering teams to identify product gaps and influence new features and products on the roadmap.

• You act as the interface between sales, customers, project teams, development teams and IT. • You support our sales team already during the proposal phase in designing digital solutions and translate customer requirements into viable service components. • After project award, you accompany the implementation through to successful go-live. • Advise sales on digital learning and AI solutions and assist in preparing proposals. • Design and specify digital learning solutions (e.g., learning platforms, portals or AI services) and manage the technical implementation together with internal teams and external service providers.

• Design, develop, and maintain secure, scalable API adapters and integration services across multiple enterprise systems and platforms. • Lead implementation of event-driven integration patterns and asynchronous messaging architectures to support high-volume operational workflows and system interoperability. • Develop and maintain reusable integration frameworks, connectors, transformation logic, and API orchestration components across cloud and hybrid environments. • Ensure integrations comply with security, auditability, logging, and operational resiliency requirements. • Serve as Pod Lead for integration-focused Agile delivery teams, providing technical direction, task prioritization, mentorship, and delivery oversight. • Coordinate closely with architects, product owners, developers, platform teams, and stakeholders to align integration capabilities with program objectives. • Lead technical planning and execution activities associated with platform expansion initiatives. • Support release planning, deployment coordination, defect resolution, and operational readiness activities. • Extend and enhance enterprise payment-processing integration workflows and transaction-processing capabilities. • Serve as the team’s primary source of production-validated payment-processing continuity expertise. • Maintain operational reliability and continuity for production transaction-processing workflows. • Troubleshoot and resolve integration failures, transaction issues, and data synchronization problems across interconnected systems. • Support CI/CD pipelines, API monitoring, integration testing, and production support activities. • Implement observability, logging, alerting, and operational health metrics for integration services. • Participate in incident response, root-cause analysis, and corrective action implementation for production integration issues. • Document integration patterns, interface specifications, operational procedures, and architecture decisions to ensure maintainability and audit traceability.