19 days ago
Remote, United StatesSenior
Responsibilities
- Build AI agents, conversational experiences, prompts, tool-calling integrations, guardrails, voice recovery behavior, and multilingual interactions on Amazon Connect, Amazon Q in Connect, Amazon Bedrock, and Claude.
- Engineer Amazon Connect contact flows, routing, Cases and Tasks, Contact Lens, Customer Profiles, outbound campaigns, workforce-management integrations, and analytics data lakes.
- Build React-based Agent Workspace and administrative tooling plus event-driven serverless backends using AWS services.
- Migrate legacy contact-center platforms including Avaya, Genesys, Cisco, Oracle, and Salesforce to Amazon Connect.
- Author AWS CDK infrastructure and maintain CloudFormation or Terraform deployments, GitHub Actions pipelines, automated tests, monitoring, alerting, and production runbooks.
- Work directly with customers through integrations, technical sessions, demonstrations, knowledge transfer, architecture decisions, code reviews, mentoring, and occasional pre-sales support.
Requirements
- 7+ years of hands-on software engineering experience, including 2+ years building Amazon Connect or comparable enterprise-scale CCaaS platforms.
- Strong current experience with Amazon Connect contact flows, routing, Cases and Tasks, Contact Lens, Customer Profiles, Streams API, and Connect analytics.
- Hands-on conversational and generative AI experience with Amazon Lex, Amazon Bedrock, Amazon Q in Connect, or equivalent, including 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, plus experience shipping, testing, observing, and debugging production systems.
- Clear customer-facing communication skills, including demonstrating work, explaining trade-offs, and running 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
- Fully remote work arrangement within the company’s global Canada, United States, and Latin America organization.
- Medical, dental, vision, term disability, and term life insurance.
- 401(k) plan with company match up to 4% and immediate vesting.
- Competitive phantom equity, company-issued laptop, and equipment and office stipend.
- Flexible Spending Account, annual learning and development stipend, unlimited paid time off, and 10 paid holidays.
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.