Senior Engineer

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

📋 Description

• Develop AI-driven self-service solutions utilizing Amazon Connect AI agents, Amazon Q within Connect, and Amazon Bedrock, incorporating multi-agent orchestration and human escalation pathways.

• Engineer production-level prompts and integrate tools, including profile lookups, case creation, external APIs, authentication, and guardrails.

• Implement voice-AI barge-in capabilities, fallback mechanisms, error recovery, multilingual natural language understanding (NLU), and SSML-tuned interactions.

• Optimize model selection, prompt caching, token budgets, inference costs, and latency.

• Analyze AI-agent performance using observability tools, CloudWatch, logs, transcripts, traces, tool executions, and token usage.

• Create Amazon Connect contact flows, Cases, Tasks, Contact Lens, routing, outbound campaigns, workforce-management integrations, analytics data lakes, and QuickSight dashboards.

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

• Develop Agent Workspace experiences, CRM integrations, and serverless event-driven backends.

• Ensure compliance with WCAG 2.1 AA accessibility standards and conduct accessibility testing/documentation.

• Author AWS CDK infrastructure, CI/CD pipelines, automated tests, monitoring, alerting, security, and compliance controls.

• Engage in production incident triage and phased contact-center transitions.

• Collaborate directly with customer engineering teams through integrations, technical sessions, demonstrations, knowledge transfer, and mentoring.

• Contribute to architectural decisions, code reviews, reusable practice assets, proof-of-concept demonstrations, estimates, and the technical scope of Statements of Work (SOW).

⛳️ Requirements

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

• Strong, up-to-date skills in Amazon Connect: 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, including Amazon Lex and LLM-based development (Amazon Bedrock, Q in Connect, or equivalent), along with prompt engineering and tool invocation.

• Proficiency in TypeScript/Node.js and Python; experience with production-grade React; 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.

• Experience in deploying and supporting production systems, maintaining testing discipline, observability instrumentation, and incident debugging across the entire stack.

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

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

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

🏝️ Benefits

• Fully remote work environment.

• Equitable Life - Hybrid Plan.

• Full premium coverage for employees and dependents.

• 4% pension match with employer contributions.

• Unlimited vacation policy.

• Sick leave provisions.

• Paid holidays.

• Parental leave benefits.

• Competitive stock options plan.

• Coverage for exams and certifications.

• Peer bonus awards program.

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

• Equipment and office stipend.

• Personalized professional development plan.

• Annual stipend for learning and development opportunities.

• Opportunity to work with a remarkable global team in an exceptional corporate culture.