Senior AI Contact Center Engineer — Cloud & CX

Caylent; Mexico; On-site; PHP 7,371,007 - 10,442,260; Full time

Benefits offered by this job

100% remote work

Medical Insurance for you and eligible

Generous holidays and flexible PTO

phantom equity

Paid for exams and certifications

Peer bonus awards

State of the art laptop and tools

Equipment & Office Stipend

Individual professional development

Annual Learning stipend

Work with worldwide team

Job summary

Caylent, an AI-first cloud services company, is hiring a Senior CXE Engineer to advance enterprise contact center transformations using Amazon Connect, Bedrock, and Claude.

You will code in TypeScript/Node.js and Python, build serverless backends, design AI agents, and collaborate with customer engineering teams to deliver scalable, observable solutions.

This 100% remote role offers international collaboration, strong growth, and the chance to work across AI, data, and CX platforms.

Qualifications

• 7+ years of software engineering experience.
• 2+ years on Amazon Connect or comparable CCaaS at enterprise scale.
• Strong TypeScript/Node.js and Python skills.
• Production React experience and AWS serverless engineering.

Responsibilities

• Build AI-native self-service using Amazon Connect AI agents and Bedrock/Claude.
• Engineer prompts and tool-calling integrations at production scale.
• Implement barge-in handling, fallback, and error-recovery for voice AI.
• Optimize inference cost and latency with model tier selection and caching.
• Diagnose AI agent performance using observability tooling and logs.
• Build conversational experiences with multilingual support and SSML-tuned voice.
• Build contact flows integrating Lambda, Customer Profiles, and data-driven routing.
• Configure and operationalize Amazon Connect Cases/Tasks and SLA monitoring.
• Develop analytics data lake and dashboards for real-time ops.
• Support legacy platform migrations.
• Collaborate with customer engineers and mentor junior CX engineers.

Skills

Amazon Connect

CCaaS

TypeScript/Node.js

Python

React

AWS serverless

Observability

Communication skills

Tools

AWS CDK

Terraform

CloudWatch

Jest/Vitest

Playwright

Lambda

EventBridge

SQS/SNS

Job description

Caylent, an AI-first cloud services company, is hiring a Senior CXE Engineer to advance enterprise contact center transformations using Amazon Connect, Bedrock, and Claude.

You will code in TypeScript/Node.js and Python, build serverless backends, design AI agents, and collaborate with customer engineering teams to deliver scalable, observable solutions.

This 100% remote role offers international collaboration, strong growth, and the chance to work across AI, data, and CX platforms.