Senior Engineer

The role

You will be a hands-on builder for enterprise contact center transformations. You will build AI agents, contact flows, and serverless backends using AWS services like Amazon Connect and Bedrock.

What you will do

• Build AI-native self-service using Amazon Connect AI agents, Amazon Q in Connect, and Amazon Bedrock
• Engineer prompts and tool-calling integrations at production scale
• Implement barge-in handling, fallback, and error-recovery behavior for voice AI
• Optimize inference cost and latency
• Diagnose AI agent performance using observability tooling
• Build contact flows that integrate AI agents, Lambda-backed business logic, and Customer Profiles
• Implement Amazon Connect Cases and Tasks solutions
• Configure and operationalize Contact Lens
• Build custom Agent Workspace experiences with the Amazon Connect Streams API
• Build serverless, event-driven backends with Lambda, EventBridge, Step Functions, SQS/SNS, DynamoDB, and Kinesis

Required qualifications

• 7+ years of hands-on software engineering experience
• 2+ years building on Amazon Connect or comparable CCaaS platforms at enterprise scale
• Strong, current Amazon Connect skills including 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)
• 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
• Experience shipping and supporting production systems, testing discipline, observability instrumentation, and incident debugging across the full stack
• Clear communication with customer-facing composure

Nice to have

• AWS certifications (Solutions Architect, Developer, or ML/Connect-relevant Specialty)
• Contact center migration experience (Avaya, Genesys, Cisco, Oracle, or Salesforce to Amazon Connect)
• Experience in regulated verticals: government/public sector (Section 508, FedRAMP), healthcare (HIPAA), or financial services
• Contact center operations fluency (WFM concepts, quality management, outbound compliance, and CX KPIs)
• Experience with AI observability or accessibility engineering
• Consulting or client-delivery background

Benefits

• 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

Before you apply

• Requires current legal authorization to work in the country where this position is located
• Caylent is not able to sponsor visa or work permit applications at this time

About the company

Caylent is an AI-first cloud services company and an AWS Premier Tier Services Partner. They help organizations modernize technology and move AI from experimentation into production.