Senior Engineer

• Build AI-native self-service using Amazon Connect AI agents, Amazon Q in Connect, and Amazon Bedrock, including multi-agent orchestration and escalation paths
• Engineer prompts and tool-calling integrations, authentication flows, and hallucination guardrails
• Implement barge-in, fallback, and error-recovery behavior for voice AI and analyze turn-by-turn traces
• Optimize inference cost and latency through model selection, prompt caching, and token budgeting
• Diagnose AI agent performance using observability tooling and correlated contact-flow, transcript, span, tool, and token data
• Build conversational experiences with intent-based NLU, multilingual support, and SSML-tuned voice interactions
• Build Amazon Connect contact flows integrating AI agents, Lambda business logic, Customer Profiles, and data-driven routing
• Implement Amazon Connect Cases and Tasks, SLA/TAT monitoring, approval workflows, and legacy case-system migrations
• Configure Contact Lens for sentiment, summaries, category rules, and quality management
• Implement routing, outbound campaigns, compliance controls, and workforce-management integrations
• Build the Amazon Connect analytics data lake with Glue, Lake Formation, Athena, and QuickSight dashboards
• Support migrations from Avaya, Genesys, Cisco, Oracle, and Salesforce to Amazon Connect
• Build Agent Workspace experiences using the Amazon Connect Streams API and CRM integrations
• Build serverless event-driven backends with Lambda, EventBridge, Step Functions, SQS/SNS, DynamoDB, and Kinesis
• Deliver WCAG 2.1 AA-compliant components and accessibility testing/documentation
• Author infrastructure as code with AWS CDK, CloudFormation, or Terraform
• Build CI/CD pipelines with GitHub Actions and automated unit, E2E, API, and integration tests
• Create phased rollout patterns and production cutover runbooks
• Instrument monitoring and alerting and participate in production incident triage
• Apply least-privilege IAM, DevSecOps scanning, and encryption standards
• Work directly with customer engineering teams, run technical sessions, demo work, and lead knowledge transfer
• Contribute to architecture decisions, code reviews, engineering standards, mentoring, reusable practice assets, and pre-sales proof-of-concept demos

• 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 is unable to 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, including WFM concepts, quality management, outbound compliance, and CX KPIs
• Preferred: AI observability or accessibility engineering experience
• Preferred: Consulting or client-delivery background

• 100% remote work
• 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