About this role
Engineers who thrive on building complex enterprise contact center transformations while writing code every day will find a strong fit at Caylent. This fully remote global company operates as an AWS Premier Tier Services Partner and Anthropic Claude Partner, helping organizations modernize technology and transition AI experimentation into production.
As a Senior CXE Engineer, the selected individual spends the majority of their time in the AWS console and codebase. Responsibilities include building contact flows and AI agents, authoring Lambda functions and CDK stacks, developing React-based tooling, and debugging production systems that serve millions of customer interactions. Working alongside practice leads, the engineer owns implementation quality from initial commit to production cutover.
The ideal candidate brings substantial hands-on software engineering experience and deep technical proficiency in cloud-native architectures, conversational AI, and contact center platforms. Strong communication skills are essential for collaborating directly with customer engineering teams during technical sessions, demos, and integrations.
What you will do
- Build conversational AI experiences, multi-agent orchestration patterns, and tool-calling integrations using Amazon Bedrock, Amazon Q in Connect, and Amazon Connect AI agents.
- Develop complex contact flows, proficiency-based routing, Amazon Connect Cases and Tasks solutions, and analytics data lakes using Glue, Athena, and QuickSight.
- Engineer custom Agent Workspace experiences with the Amazon Connect Streams API and build serverless, event-driven backends with Lambda, DynamoDB, and Step Functions.
- Author infrastructure as code primarily using AWS CDK in TypeScript and maintain CI/CD pipelines via GitHub Actions.
- Collaborate directly with customer engineering teams by running technical working sessions, pairing on integrations, and providing implementation-grounded support.
- Conduct code reviews, mentor junior and mid-level engineers, and contribute reusable assets and shared constructs back to the practice.
What you need
- Bring 7+ years of hands-on software engineering experience, including 2+ years building on Amazon Connect or comparable CCaaS platforms at enterprise scale.
- Demonstrate strong, current Amazon Connect skills covering contact flows, routing, Cases and Tasks, Contact Lens, Customer Profiles, and the Streams API.
- Possess hands-on experience with conversational and generative AI development using Amazon Lex or LLM-based tools like Amazon Bedrock, including prompt engineering and tool calling.
- Show proficiency in TypeScript, Node.js, Python, and production React experience alongside solid AWS serverless engineering.
- Have infrastructure as code expertise using AWS CDK or Terraform, covering multi-account deployment patterns.
- Display experience shipping and supporting production systems with robust testing discipline, observability instrumentation, and incident debugging across the full stack.
- Maintain clear communication and customer-facing composure to demo work and run technical working sessions with client engineers.
Nice to have
- AWS certifications such as Solutions Architect, Developer, or ML/Connect-relevant Specialty
- Contact center migration experience moving from Avaya, Genesys, Cisco, Oracle, or Salesforce to Amazon Connect
- Experience in regulated verticals including government or public sector, healthcare, or financial services
Skills and tech stack
Questions candidates ask
What is the remote work policy for this role?
Caylent is a fully remote global company with employees located in Canada, the United States, and Latin America.
What will I spend the majority of my time working on?
You will spend the majority of your time in code and in the AWS console, building contact flows and AI agents, writing Lambda functions and CDK stacks, developing React-based tooling, and debugging production issues.
What tools and cloud services will I use daily?
The daily tech stack heavily involves Amazon Connect, Amazon Bedrock, TypeScript, Node.js, Python, React, AWS Lambda, and AWS CDK for infrastructure as code.
How does the engineering team collaborate with customers?
Engineers work directly with customer engineering teams by pairing on integrations, running technical working sessions, demonstrating completed workstreams, and leading knowledge transfer.