Principal CX Architect (Amazon Connect)

TL;DR

Principal CX Architect (Amazon Connect): Building and leading delivery of AI-native contact center solutions with an accent on Amazon Connect, conversational AI, serverless architecture, and production-scale observability. Focus on designing multi-agent systems, optimizing latency and inference cost, managing technical risk, and guiding customer-facing engineering teams through complex migrations and deployments.

Location: Remote within Canada. The position is fully remote; visa sponsorship is not available now or in the future.

Salary: CAD $180,000–$202,000 per year, plus benefits, bonuses, incentives, and stock options.

Company

hirify.global is an AI-first cloud services company and AWS Premier Tier Services Partner focused on cloud modernization, intelligent products, generative AI, and customer experience transformation.

What you will do

• Architect and deliver Amazon Connect contact center solutions, including AI agents, conversational experiences, routing, Cases, Tasks, Contact Lens, Customer Profiles, and analytics.
• Build production-grade AI integrations using Amazon Bedrock, Claude, Amazon Q in Connect, prompt engineering, tool calling, guardrails, and multi-agent orchestration.
• Develop serverless, event-driven systems and custom Agent Workspace experiences using Lambda, EventBridge, Step Functions, DynamoDB, Kinesis, React, and the Streams API.
• Implement infrastructure as code, CI/CD, automated testing, monitoring, security controls, and phased production rollouts.
• Lead customer technical sessions, architecture decisions, migrations, incident resolution, knowledge transfer, and pre-sales demonstrations.
• Direct a 5–10 person delivery team, manage technical risks, review implementation quality, and mentor engineers and architects.

Requirements

• 10+ years of hands-on software engineering experience, including 2+ years with Amazon Connect or comparable enterprise CCaaS platforms.
• Strong Amazon Connect expertise across contact flows, routing, Cases and Tasks, Contact Lens, Customer Profiles, Streams API, and analytics.
• Hands-on conversational and generative AI experience with Amazon Lex, Amazon Bedrock, Amazon Q in Connect, prompt engineering, tool calling, RAG, or LLMOps.
• Strong Python, TypeScript/Node.js, JavaScript, React, AWS serverless, Docker, web applications, databases, and infrastructure as code experience.
• Experience operating production systems with automated testing, observability, incident debugging, security baselines, and multi-account deployments.
• Must be based in Canada; visa sponsorship is unavailable. Clear communication and customer-facing leadership skills are required.

Nice to have

• AWS certifications in Solutions Architecture, Development, Machine Learning, or Amazon Connect.
• Contact center migration experience with Avaya, Genesys, Connect, or NICE.
• Knowledge of contact center operations, quality management, outbound compliance, and CX KPIs.
• Consulting or client-delivery experience.

Culture & Benefits

• 100% remote work with a worldwide team.
• Equitable life hybrid plan, 100% premium coverage for employees and dependents, and a 4% pension match.
• Unlimited vacation, sick leave, paid holidays, and parental leave.
• Competitive stock options, peer bonus awards, and equipment and office stipends.
• Paid exams and certifications, professional development planning, and an annual learning and development stipend.
• Inclusive culture with equal opportunity and accommodation support.