Senior Engineer

• Build AI-native self-service using Amazon Connect AI agents, Amazon Q in Connect, and Amazon Bedrock Claude models
• Engineer production-scale prompts and tool-calling integrations, including profile lookups, case creation, external APIs, authentication, and guardrails
• Implement voice-AI barge-in, fallback, and error-recovery behavior 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 logs, transcripts, spans, tool executions, and token usage
• Build multilingual, intent-based NLU and SSML-tuned voice experiences
• 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 migrations
• Configure Contact Lens for sentiment, summaries, category rules, and quality management
• Implement routing, outbound campaigns, compliance controls, and workforce-management integrations
• Build Connect analytics data lakes 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 Streams API and CRM integrations
• Build serverless event-driven backends with Lambda, EventBridge, Step Functions, SQS/SNS, DynamoDB, and Kinesis
• Deliver accessible WCAG 2.1 AA components and accessibility scanning/documentation
• Author AWS CDK infrastructure and maintain CI/CD pipelines and automated tests
• Execute phased production rollouts, write cutover runbooks, monitor systems, and participate in incident triage
• Apply IAM, DevSecOps, encryption, and security/compliance baselines
• Collaborate with customer engineering teams, run technical sessions, demo work, and lead knowledge transfer
• Contribute to architecture decisions, code reviews, mentoring, reusable practice assets, and pre-sales proof-of-concept work

• 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 Argentina; Caylent is not able to sponsor visa or work permit applications
• Preferred: AWS certifications; contact center migration experience; regulated-vertical experience; contact center operations fluency; AI observability or accessibility engineering; consulting or client-delivery background

• Pay in USD
• 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