Senior Engineer

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

📋 Description

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

• Engineer integrations for production prompts and tool calls, including authentication flows and safeguards against hallucinations.

• Implement voice AI functionalities such as barge-in, fallback mechanisms, error recovery, and detailed turn-by-turn trace analysis.

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

• Analyze AI agent performance through observability tools and CloudWatch.

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

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

• Develop solutions for Cases and Tasks, including SLA/TAT monitoring, approval workflows, and migrations from legacy case systems.

• Configure Contact Lens for tasks like sentiment analysis, summary generation, rule categorization, and quality management.

• Implement routing mechanisms, outbound campaigns, workforce management integrations, analytics data lakes, and QuickSight dashboards.

• Facilitate migrations from platforms such as Avaya, Genesys, Cisco, Oracle, and Salesforce to Amazon Connect.

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

• Develop accessible components compliant with WCAG 2.1 AA standards and assist in VPAT/Section 508 documentation.

• Author AWS infrastructure as code and manage CI/CD pipelines along with automated testing suites.

• Execute phased production rollouts, maintain runbooks, monitoring systems, alerting protocols, and incident triage processes.

• Apply security and compliance standards, including IAM, DevSecOps, and encryption protocols.

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

• Participate in architectural decisions, code reviews, mentoring, developing reusable practice assets, proof-of-concept demonstrations, and pre-sales technical scoping.

⛳️ Requirements

• 7+ years of practical software engineering experience, with at least 2 years focused on Amazon Connect or similar CCaaS platforms at an enterprise level.

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

• Hands-on experience with conversational and generative AI solutions, including Amazon Lex and LLM-based development (Amazon Bedrock, Q in Connect, or comparable), with expertise in prompt engineering and tool invocation.

• Strong skills in TypeScript/Node.js and Python; experience with production-level React; solid knowledge of AWS serverless technologies (Lambda, EventBridge, API Gateway, DynamoDB, Step Functions, Kinesis).

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

• Experience in deploying and maintaining production systems, with a focus on testing discipline, observability instrumentation, and debugging across the entire stack.

• Excellent communication skills with a calm demeanor in customer-facing situations, capable of demonstrating work, explaining trade-offs, and conducting collaborative sessions with client engineers.

• Must have current legal authorization to work in the country where this position is located; Caylent is unable to sponsor visa or work permit applications.

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

• Preferred: Experience with contact center migrations (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: Knowledge of contact center operations, including WFM concepts, quality management, outbound compliance (TCPA), and CX KPIs.

• Preferred: Familiarity with AI observability or accessibility engineering.

• Preferred: Experience in consulting or client delivery roles.

🏝️ Benefits

• 100% remote work.

• Medical insurance for employees and eligible dependents.

• Generous holiday policy and flexible PTO.

• Competitive phantom equity plan.

• Coverage for examination and certification fees.

• Peer bonus awards program.

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

• Equipment and office stipend available.

• Individual professional development plans.

• Annual stipend for learning and development initiatives.

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