Senior Engineer

This is a fully remote position, open to applicants in Argentina.

📋 Description

• Develop AI-driven self-service solutions utilizing Amazon Connect AI agents, Amazon Q in Connect, and Amazon Bedrock Claude models.

• Design production-level prompts and integrate tool-calling functionalities, encompassing profile lookups, case creation, external APIs, authentication, and guardrails.

• Execute voice-AI barge-in, fallback, and error recovery mechanisms while analyzing turn-by-turn interactions.

• Enhance inference cost and latency through model selection, prompt caching, and token budgeting strategies.

• Assess AI-agent performance leveraging observability tools along with correlated logs, transcripts, spans, tool executions, and token usage metrics.

• Create multilingual, intent-driven NLU and SSML-optimized voice experiences.

• Construct Amazon Connect contact flows that incorporate AI agents, Lambda business logic, Customer Profiles, and dynamic routing capabilities.

• Implement Cases and Tasks solutions, monitor SLA/TAT, manage approval workflows, and facilitate legacy-case migrations.

• Set up Contact Lens for sentiment analysis, summaries, category rules, and quality management.

• Establish routing, outbound campaigns, compliance controls, and workforce management integrations.

• Develop Connect analytics data lakes using Glue, Lake Formation, Athena, and QuickSight dashboards.

• Assist in migrations from Avaya, Genesys, Cisco, Oracle, and Salesforce to Amazon Connect.

• Create Agent Workspace experiences utilizing 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 conduct accessibility scanning/documentation.

• Author AWS CDK infrastructure and oversee CI/CD pipelines along with automated testing.

• Implement phased production rollouts, develop cutover runbooks, monitor systems, and engage in incident triage.

• Apply IAM, DevSecOps, encryption, and security/compliance standards.

• Collaborate with customer engineering teams, conduct technical sessions, showcase work, and lead knowledge transfer initiatives.

• Contribute to architectural decisions, code reviews, mentoring, reusable practice assets, and pre-sales proof-of-concept projects.

⛳️ Requirements

• Over 7 years of hands-on software engineering experience, including more than 2 years working with Amazon Connect or similar CCaaS platforms at an enterprise level.

• Strong and up-to-date knowledge of Amazon Connect, including contact flows, routing, Cases and Tasks, Contact Lens, Customer Profiles, Streams API, and the Connect data/analytics ecosystem.

• Practical experience with conversational and generative AI, Amazon Lex, and LLM-based development (Amazon Bedrock, Q in Connect, or similar), focusing on prompt engineering and tool calling.

• Proficiency in TypeScript/Node.js and Python; production experience with React; robust AWS serverless engineering skills (Lambda, EventBridge, API Gateway, DynamoDB, Step Functions, Kinesis).

• Expertise in infrastructure as code with AWS CDK or Terraform, including multi-account deployment strategies.

• Experience in shipping and maintaining production systems, along with testing discipline, observability instrumentation, and comprehensive incident debugging across the entire stack.

• Excellent communication skills with a customer-facing demeanor, capable of demonstrating your work, articulating trade-offs, and facilitating working sessions with client engineers.

• Must have current legal authorization to work in Argentina; Caylent is unable to sponsor visa or work permit applications.

• Preferred qualifications: AWS certifications; experience in contact center migrations; familiarity with regulated verticals; fluency in contact center operations; expertise in AI observability or accessibility engineering; background in consulting or client delivery.

🏝️ Benefits

• Compensation in USD.

• Fully remote work environment.

• Generous holiday schedule and flexible paid time off (PTO).

• Competitive phantom equity options.

• Coverage for exams and certifications.

• Peer bonus recognition program.

• Provision of state-of-the-art laptops and tools.

• Equipment and office stipend.

• Personalized professional development plan.

• Annual stipend dedicated to Learning and Development.

• Opportunity to collaborate with an amazing global team within an outstanding corporate culture.