2 months ago
Mexico City, MexicoSenior
Responsibilities
- Build AI-native self-service experiences, conversational agents, prompts, tool integrations, voice recovery behavior, and multilingual interactions using Amazon Connect, Amazon Q in Connect, Amazon Bedrock, and Claude.
- Engineer Amazon Connect contact flows, Cases, Tasks, Contact Lens, Customer Profiles, routing, outbound campaigns, workforce-management integrations, and contact center analytics.
- Develop serverless, event-driven backends and customer-facing Agent Workspace and portal experiences using AWS services, React, and the Amazon Connect Streams API.
- Author infrastructure as code, CI/CD pipelines, automated tests, monitoring, alerting, security baselines, and production rollout runbooks.
- Support platform migrations from Avaya, Genesys, Cisco, Oracle, and Salesforce to Amazon Connect.
- Work directly with customer engineering teams, run technical sessions and demos, provide knowledge transfer, contribute to architecture decisions, and mentor junior and mid-level engineers.
- Contribute reusable CDK constructs, skills, plugins, demo environments, and internal tooling, and support pre-sales proof-of-concept work when needed.
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 AWS serverless experience with Lambda, EventBridge, API Gateway, DynamoDB, Step Functions, and Kinesis.
- Infrastructure-as-code proficiency with AWS CDK or Terraform, including multi-account deployment patterns.
- Experience shipping and supporting production systems, automated testing, observability, incident debugging, and full-stack engineering.
- Clear customer-facing communication skills, including the ability to demo work, explain trade-offs, and run working sessions with client engineers.
- AWS certifications are preferred.
- Contact center migration experience and consulting or client-delivery experience are preferred.
- Experience in regulated industries, contact center operations, AI observability, or accessibility engineering is preferred.
Benefits
- 100% remote work.
- Medical insurance for employees and eligible dependents.
- Generous holidays and flexible paid time off.
- 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 and annual learning and development stipend.
- Work with a 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.