Senior Engineer

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

📋 Description

• Develop AI-driven self-service solutions utilizing Amazon Connect AI agents, Amazon Q within Connect, and Amazon Bedrock, which includes multi-agent orchestration and escalation procedures.

• Design prompts and tool-integration mechanisms, authentication workflows, and measures to prevent hallucinations.

• Execute features like barge-in, fallback, and error recovery for voice AI, while analyzing turn-by-turn interaction traces.

• Enhance inference cost and latency by selecting optimal models, implementing prompt caching, and managing token budgets.

• Assess AI agent performance through observability tools and correlated contact flow, transcript, span, tool, and token data.

• Create conversational experiences featuring intent-based NLU, support for multiple languages, and SSML-tuned voice interactions.

• Develop Amazon Connect contact flows that integrate AI agents, Lambda business logic, Customer Profiles, and data-driven routing mechanisms.

• Implement Amazon Connect Cases and Tasks, monitor SLA/TAT, manage approval workflows, and oversee migrations from legacy case systems.

• Configure Contact Lens for sentiment analysis, summaries, category rules, and quality management processes.

• Establish routing mechanisms, manage outbound campaigns, enforce compliance controls, and integrate workforce management.

• Construct the Amazon Connect analytics data lake utilizing Glue, Lake Formation, Athena, and QuickSight dashboards.

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

• Develop Agent Workspace experiences using the Amazon Connect Streams API and CRM integrations.

• Create serverless, event-driven backends using Lambda, EventBridge, Step Functions, SQS/SNS, DynamoDB, and Kinesis.

• Deliver components compliant with WCAG 2.1 AA standards along with accessibility testing and documentation.

• Write infrastructure as code using AWS CDK, CloudFormation, or Terraform.

• Develop CI/CD pipelines with GitHub Actions and automate unit, E2E, API, and integration testing.

• Create phased rollout strategies and production cutover runbooks.

• Implement monitoring and alerting systems and engage in production incident triage.

• Apply least-privilege IAM, conduct DevSecOps scanning, and adhere to encryption standards.

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

• Participate in architecture decisions, code reviews, engineering standards, mentoring, creating reusable practice assets, and presenting pre-sales proof-of-concept demonstrations.

⛳️ Requirements

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

• Strong and current skills in Amazon Connect, including contact flows, routing, Cases and Tasks, Contact Lens, Customer Profiles, Streams API, and the Connect data/analytics stack.

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

• Proficient in TypeScript/Node.js and Python; experience in production React applications; solid background in AWS serverless engineering (Lambda, EventBridge, API Gateway, DynamoDB, Step Functions, Kinesis).

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

• Proven experience in deploying and supporting production systems, adherence to testing discipline, observability instrumentation, and incident debugging across the entire stack.

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

• Legal authorization to work in the country where this position is located; Caylent cannot sponsor visa or work permit applications.

• Preferred: AWS certifications (Solutions Architect, Developer, or ML/Connect-related Specialty).

• Preferred: Experience in migrating contact centers (from Avaya, Genesys, Cisco, Oracle, or Salesforce to Amazon Connect).

• Preferred: Background in regulated industries such as government/public sector (Section 508, FedRAMP), healthcare (HIPAA), or financial services.

• Preferred: Familiarity with contact center operations, including WFM concepts, quality management, outbound compliance, and CX KPIs.

• Preferred: Experience in AI observability or accessibility engineering.

• Preferred: Background in consulting or client delivery.

🏝️ Benefits

• 100% remote work.

• Generous holiday policy and flexible PTO.

• Competitive phantom equity package.

• Coverage for exams and certifications.

• Peer bonus awards.

• State-of-the-art laptop and tools provided.

• Equipment and office stipend.

• Personalized professional development plan.

• Annual stipend for Learning and Development initiatives.

• Opportunity to work with an incredible global team and thrive in a remarkable corporate culture.