3 months ago
Remote, BrazilSenior
Responsibilities
- Build Amazon Connect AI agents, conversational experiences, contact flows, routing, Cases, Tasks, Contact Lens configurations, analytics, and data-driven customer service solutions.
- Develop prompts, tool-calling integrations, orchestration patterns, fallback behavior, observability, and cost and latency optimization for generative AI systems.
- Build React-based agent and administration tooling plus serverless backends using AWS services including Lambda, EventBridge, Step Functions, SQS, SNS, DynamoDB, and Kinesis.
- Create infrastructure as code with AWS CDK, CloudFormation, or Terraform and maintain CI/CD pipelines, automated tests, monitoring, alerting, and incident-response runbooks.
- Deliver contact center migrations, integrations, phased production cutovers, accessibility compliance, security baselines, and operational quality controls.
- Collaborate directly with customer engineering teams, run technical sessions and demonstrations, document architecture decisions, review code, mentor engineers, and contribute reusable internal assets.
Requirements
- 7+ years of hands-on software engineering experience, including 2+ years building on Amazon Connect or comparable enterprise-scale CCaaS platforms.
- Strong current experience with Amazon Connect contact flows, routing, Cases, Tasks, Contact Lens, Customer Profiles, Streams API, and Connect data and analytics capabilities.
- Hands-on conversational and generative AI experience with Amazon Lex, Amazon Bedrock, Q in Connect or equivalent systems, prompt engineering, and tool calling.
- Strong TypeScript, Node.js, and Python skills; production React experience; and solid AWS serverless engineering experience.
- Proficiency with AWS CDK or Terraform, including multi-account deployment patterns.
- Experience shipping and supporting production systems, automated testing, observability instrumentation, and full-stack incident debugging.
- Clear communication and customer-facing composure, including the ability to demonstrate work, explain trade-offs, and lead technical working sessions.
- Preferred qualifications include relevant AWS certifications, contact center migration experience, regulated-industry experience, contact center operations knowledge, AI observability or accessibility engineering experience, and consulting or client-delivery experience.
Benefits
- 100% remote work.
- Generous holidays and flexible PTO.
- Competitive phantom equity.
- Paid exams and certifications.
- Peer bonus awards.
- State-of-the-art laptop and tools.
- Equipment and office stipend.
- Individual professional development plan.
- Annual learning and development stipend.
- Worldwide team and inclusive corporate culture.
Categories
Solutions Engineering
About Caylent
Caylent provides cloud and AI consulting and managed services for organizations building on AWS, including migration, cloud-native application development, data and analytics, DevOps, and security. It operates as a professional services and managed services provider, with specialized work in generative and agentic AI and the Anthropic Claude ecosystem. Founded in 2015 and headquartered in Irvine, California, Caylent is privately held and backed by Gryphon Investors.