About this role
Organizations migrating to modern cloud architectures often struggle to transition experimental conversational systems into reliable, production-scale enterprise contact centers. Caylent addresses this challenge by embedding hands-on engineers directly into complex digital transformations that serve millions of customer interactions. As a senior engineer on the customer experience team, you will spend your time writing code and configuring the AWS console to build advanced contact flows, intelligent AI agents, serverless backends, and responsive React tools.
Working alongside practice leads and customer engineering teams, you will pressure-test proposed architectures, optimize inference latency and cost, and maintain implementation quality from initial commit through live cutover. This position suits pragmatic builders with deep technical fluency in Amazon Connect, generative AI frameworks, and full-stack cloud infrastructure. If you enjoy solving complex routing puzzles, debugging distributed systems, and delivering robust software in regulated domains, you will thrive in this environment.
What you will do
- Build AI-native self-service experiences using Amazon Connect AI agents, Amazon Q in Connect, and Amazon Bedrock models with multi-agent orchestration patterns.
- Implement core Amazon Connect capabilities including contact flows, Cases and Tasks solutions, Contact Lens configuration, and proficiency-based routing.
- Develop custom Agent Workspace experiences with the Amazon Connect Streams API, third-party app embedding, and CRM screen-pop integrations.
- Design serverless, event-driven backends using AWS Lambda, EventBridge, Step Functions, DynamoDB, and Kinesis.
- Author infrastructure as code using TypeScript with the AWS CDK and maintain GitHub Actions CI/CD pipelines.
- Instrument monitoring and alerting across voice, chat, tasks, and AI agents using CloudWatch metrics and custom dashboards.
- Collaborate directly with customer engineering teams to run technical working sessions, demo completed workstreams, and lead knowledge transfer.
What you need
- Seven or more years of hands-on software engineering experience, with at least two years focused on Amazon Connect or comparable CCaaS platforms at enterprise scale.
- Demonstrated experience with conversational and generative AI development using Amazon Lex, Bedrock, or equivalent LLM platforms.
- Strong proficiency in TypeScript, Node.js, Python, and production React development.
- Solid background in AWS serverless engineering including Lambda, API Gateway, DynamoDB, and step functions.
- Practical experience with infrastructure as code tools such as AWS CDK or Terraform in multi-account environments.
- Clear communication skills and customer-facing composure for running technical sessions and explaining architectural trade-offs.
Nice to have
- AWS certifications including Solutions Architect, Developer, or ML/Connect-relevant Specialty
- Contact center migration experience from legacy platforms like Avaya, Genesys, Cisco, Oracle, or Salesforce
- Experience in regulated verticals such as government, healthcare, or financial services
Skills and tech stack
Questions candidates ask
What is the remote work policy for this company?
Caylent operates as a fully remote global company with employees located in Canada, the United States, and Latin America. The role is based out of Mexico within this remote framework.
What primary technologies and platforms will I work with daily?
You will spend the majority of your time in code and the AWS console, building with Amazon Connect, Amazon Bedrock, TypeScript, Python, React, and serverless AWS tools like Lambda and CDK.
Who will I collaborate with on a regular basis?
You will work within architectures set by practice leads and interact regularly with customer engineering teams to run technical working sessions and demo completed workstreams.