Senior AI CX Engineer - Remote (AWS/Connect)

Caylent; United States; Remote; USD 94,000 - 105,000; Full time

Benefits offered by this job

Remote work

Hybrid plan

Premium coverage

Pension match

Unlimited vacations

Sick leave

Paid holidays

Parental leave

Stock options

Learning stipend

Exams and certifications

Equipment & tools

Professional development

Learning stipend

Job summary

Caylent is a fully remote, AI-first cloud services company helping customers modernize with AWS, Bedrock/Claude, and CCaaS. The Senior CXE Engineer will build AI-driven contact center solutions, design scalable serverless architectures, and collaborate with customer teams to deliver production-grade implementations at scale.

Role emphasizes hands-on coding in AWS console, CDK, and Lambda, plus an eye for cost, latency, and quality.

Qualifications

• 7+ years of hands-on software engineering experience, including 2+ years building on Amazon Connect or comparable CCaaS platforms at enterprise scale.
• Strong, current Amazon Connect skills: contact flows, routing, Cases and Tasks, Contact Lens, Customer Profiles, Streams API, and the Connect data/analytics stack.
• Hands-on experience with conversational and generative AI, Amazon Lex plus LLM-based development (Amazon Bedrock, Q in Connect, or equivalent), including prompt engineering and tool calling.
• Strong TypeScript/Node.js and Python; production React experience; solid AWS serverless engineering (Lambda, EventBridge, API Gateway, DynamoDB, Step Functions, Kinesis)
• Infrastructure as code proficiency with AWS CDK or Terraform, including multi-account deployment patterns
• Experience shipping and supporting production systems, testing discipline, observability instrumentation, and incident debugging across the full stack
• Clear communication with customer-facing composure, able to demo your work, explain trade-offs, and run working sessions with client engineers

Responsibilities

• Build AI-native self-service using Amazon Connect AI agents, Amazon Q in Connect, and Amazon Bedrock (Claude model family).
• Engineer prompts and tool-calling integrations at production scale: lookups, case creation, external API tools, authentication flows, and guardrails against hallucination and verification loops.
• Implement barge-in handling, fallback, and error-recovery for voice AI; validate with turn-by-turn trace analysis.
• Optimize inference cost and latency: model tier selection, prompt caching, and token budgeting.
• Diagnose AI agent performance using observability tooling that correlates logs, transcripts, agent spans, tool executions, and token usage.
• Build conversational experiences with multilingual support and SSML-tuned voice interactions.
• Build contact flows that integrate AI agents, Lambda-backed logic, Customer Profiles, and dynamic routing.
• Configure and operationalize Contact Lens for real-time sentiment, post-contact summaries, and quality management.
• Implement routing, outbound campaigns, and WFM integrations for forecasting, scheduling, and adherence.
• Build analytics data lake and dashboards for real-time ops and exec reporting.
• Support legacy platform migrations: flow conversion, data migration, validation, and production cutover.
• Build custom Agent Workspace experiences with Connect Streams API and CRM integrations.
• Tackle accessibility via WCAG 2.1 AA and automated testing; maintain CI/CD pipelines; write runbooks for production cutovers.
• Collaborate with customer engineers; contribute to architecture decisions; mentor teammates; support pre-sales with PoC demos

Skills

AWS Connect

Bedrock

Claude/AIS

TypeScript

Node.js

Python

React

Serverless

Terraform

Observability

CI/CD

Education

Bachelor's degree in CS/Engineering

Tools

GitHub Actions

CDK

CloudWatch

Job description

Caylent is a fully remote, AI-first cloud services company helping customers modernize with AWS, Bedrock/Claude, and CCaaS. The Senior CXE Engineer will build AI-driven contact center solutions, design scalable serverless architectures, and collaborate with customer teams to deliver production-grade implementations at scale.

Role emphasizes hands-on coding in AWS console, CDK, and Lambda, plus an eye for cost, latency, and quality.