Senior Engineer

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

📋 Description

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

• Design and engineer prompts and tool-calling integrations at a production scale.

• Implement barge-in handling, fallback strategies, and error recovery for voice AI systems.

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

• Assess AI agent performance utilizing observability tools and CloudWatch.

• Create conversational experiences with intent-based NLU, multilingual capabilities, and SSML-optimized voice interactions.

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

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

• Configure Contact Lens for sentiment analysis, summary generation, category rules, and quality management.

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

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

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

• Create serverless, event-driven backends using AWS services.

• Design accessible components compliant with WCAG 2.1 AA and support VPAT/Section 508 documentation.

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

• Build CI/CD pipelines alongside automated unit, E2E, API, and integration test suites.

• Plan phased production rollouts and develop cutover runbooks.

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

• Apply least-privilege IAM policies, DevSecOps scanning, and encryption standards.

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

• Contribute to architectural decisions, code reviews, engineering standards, mentoring, reusable practice assets, proof-of-concept demos, and presales estimates.

⛳️ Requirements

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

• Proficient in Amazon Connect skills: 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, including Amazon Lex and LLM-based development (Amazon Bedrock, Q in Connect, or equivalent), particularly in prompt engineering and tool calling.

• Strong programming skills in TypeScript/Node.js and Python; production-level experience with React; solid understanding of AWS serverless engineering (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 launching and maintaining production systems, with a strong emphasis on testing discipline, observability instrumentation, and incident troubleshooting 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 possess current legal authorization to work in the country where this position is based; Caylent is unable to sponsor visa or work permit applications.

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

• Preferred: Experience in contact center migrations (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 (TCPA), and customer experience KPIs.

• Preferred: Experience in AI observability or accessibility engineering.

• Preferred: Background in consulting or client-delivery environments.

🏝️ Benefits

• Comprehensive Medical Insurance for you and eligible dependents.

• 401k plan with company matching up to 4% and immediate vesting.

• Competitive phantom equity options.

• Company-issued laptop for work use.

• Dental and Vision insurance coverage.

• Term Disability Insurance for financial security.

• Term Life Insurance for peace of mind.

• Flexible Spending Account for health-related expenses.

• Equipment & Office Stipend to support your work environment.

• Annual stipend dedicated to Learning and Development.

• Unlimited Paid Time Off to promote work-life balance.

• 10 Paid Holidays to enjoy throughout the year.