Senior Engineer

• Build AI-native self-service using Amazon Connect AI agents, Amazon Q in Connect, and Amazon Bedrock with multi-agent orchestration and human escalation paths
• Engineer production prompt and tool-calling integrations, authentication flows, and hallucination guardrails
• Implement voice AI barge-in, fallback, error recovery, and turn-by-turn trace analysis
• Optimize model selection, prompt caching, token budgets, inference cost, and latency
• Diagnose AI agent performance using observability tooling and CloudWatch
• Build multilingual, intent-based NLU and SSML-tuned voice interactions
• Build Amazon Connect contact flows integrating AI agents, Lambda business logic, Customer Profiles, and dynamic routing
• Implement Cases and Tasks solutions, SLA/TAT monitoring, approval workflows, and legacy case-system migrations
• Configure Contact Lens for sentiment analysis, summaries, category rules, and quality management
• Implement routing, outbound campaigns, workforce-management integrations, analytics data lakes, and QuickSight dashboards
• Support migrations from Avaya, Genesys, Cisco, Oracle, and Salesforce to Amazon Connect
• Build Agent Workspace experiences, CRM integrations, and serverless event-driven backends
• Develop accessible WCAG 2.1 AA components and support VPAT/Section 508 documentation
• Author AWS infrastructure as code and maintain CI/CD pipelines and automated test suites
• Implement phased production rollouts, runbooks, monitoring, alerting, and incident triage
• Apply IAM, DevSecOps, encryption, and other security and compliance baselines
• Work directly with customer engineering teams, run technical sessions, demo work, and lead knowledge transfer
• Contribute to architecture decisions, code reviews, mentoring, reusable practice assets, proof-of-concept demos, and pre-sales technical scoping

• 7+ years of hands-on software engineering experience, including 2+ years building on Amazon Connect or comparable CCaaS platforms at enterprise scale
• Strong, current Amazon Connect skills: contact flows, routing, Cases and Tasks, Contact Lens, Customer Profiles, Streams API, and the Connect data/analytics stack
• Hands-on experience with conversational and generative AI, Amazon Lex plus LLM-based development (Amazon Bedrock, Q in Connect, or equivalent), including prompt engineering and tool calling
• Strong TypeScript/Node.js and Python; production React experience; solid AWS serverless engineering (Lambda, EventBridge, API Gateway, DynamoDB, Step Functions, Kinesis)
• Infrastructure as code proficiency with AWS CDK or Terraform, including multi-account deployment patterns
• Experience shipping and supporting production systems, testing discipline, observability instrumentation, and incident debugging across the full stack
• Clear communication with customer-facing composure, able to demo your work, explain trade-offs, and run working sessions with client engineers
• Current legal authorization to work in the country where this position is located; Caylent cannot sponsor visa or work permit applications
• Preferred: AWS certifications (Solutions Architect, Developer, or ML/Connect-relevant Specialty)
• Preferred: Contact center migration experience (Avaya, Genesys, Cisco, Oracle, or Salesforce to Amazon Connect)
• Preferred: Experience in regulated verticals: government/public sector (Section 508, FedRAMP), healthcare (HIPAA), or financial services
• Preferred: Contact center operations fluency: WFM concepts, quality management, outbound compliance (TCPA), and CX KPIs
• Preferred: Experience with AI observability or accessibility engineering
• Preferred: Consulting or client-delivery background

• 100% remote work
• Medical Insurance for you and eligible dependents
• Generous holidays and flexible PTO
• Competitive phantom equity
• Paid for exams and certifications
• Peer bonus awards
• State of the art laptop and tools
• Equipment & Office Stipend
• Individual professional development plan
• Annual stipend for Learning and Development
• Work with an amazing worldwide team and in an incredible corporate culture