19 days ago
Remote, CanadaSenior
Responsibilities
- Build Amazon Connect AI agents, Amazon Q in Connect, Amazon Bedrock and Claude conversational experiences, including multi-agent orchestration, prompts, tool calling, guardrails, voice behavior, and multilingual or SSML-tuned interactions.
- Engineer Amazon Connect contact flows, routing, Cases and Tasks, Contact Lens, Customer Profiles, outbound campaigns, workforce-management integrations, and analytics data lakes and dashboards.
- Migrate and modernize contact-center platforms including Avaya, Genesys, Cisco, Oracle, and Salesforce, covering flow conversion, data migration, validation, and production cutover.
- Develop React Agent Workspace and administrative tooling plus serverless event-driven backends using Lambda, EventBridge, Step Functions, SQS/SNS, DynamoDB, Kinesis, and related AWS services.
- Author infrastructure as code with AWS CDK, CloudFormation, or Terraform and maintain GitHub Actions pipelines, automated tests, observability, monitoring, alerting, security baselines, and incident triage.
- Work directly with customer engineering teams through integrations, technical working sessions, demos, knowledge transfer, code reviews, architecture decisions, mentoring, and reusable practice assets.
- Support pre-sales when needed through proof-of-concept demos and implementation-grounded estimates and SOW input.
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 data and 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.
- Experience with AWS CDK or Terraform and multi-account deployment patterns.
- Experience shipping and supporting production systems, automated testing, observability instrumentation, and full-stack incident debugging.
- Clear customer-facing communication skills, including demonstrating work, explaining trade-offs, and running technical sessions with client engineers.
- 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 in a global company, with an Equitable Life Hybrid Plan.
- 100% premium coverage for the employee and dependents, 4% employer pension match, sick leave, paid holidays, and parental leave.
- Unlimited vacation and a competitive stock options plan.
- Paid exams and certifications, an individual professional development plan, and annual learning and development stipend.
- Peer bonus awards, a state-of-the-art laptop and tools, and equipment and office stipend.
Categories
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.