Business Analyst

About the role

The Senior CXE Engineer at Caylent is responsible for building and transforming enterprise contact center systems. They focus on integrating AI and generative models into Amazon Connect, developing custom agent and admin tooling, and ensuring high-quality, efficient system operations.

Responsibilities

• Develop AI-native self-service using Amazon Connect AI agents, Amazon Q in Connect, and Amazon Bedrock (Claude model family)
• Implement multi-agent orchestration patterns, tool-calling integrations, and handle barge-in, fallback, and error recovery
• Optimize inference cost and latency, diagnose AI agent performance, and build conversational experiences with intent-based NLU
• Build contact flows, implement Cases and Tasks solutions, and configure Contact Lens for real-time sentiment analysis
• Build custom Agent Workspace experiences, serverless backends, and QuickSight dashboards for real-time operations and executive reporting
• Author infrastructure as code with AWS CDK, build and maintain CI/CD pipelines, and instrument monitoring and alerting
• Collaborate with customer engineering teams, contribute to architecture decisions, and support pre-sales activities

Requirements

• 7+ years of hands-on software engineering experience, including 2+ years on Amazon Connect or similar CCaaS platforms
• 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, including Amazon Lex, Bedrock, and Q in Connect
• Production React experience, strong TypeScript/Node.js, and Python skills
• 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

Qualifications

• Clear communication with customer-facing composure, able to demo work and explain trade-offs
• Contact center migration experience (Avaya, Genesys, Cisco, Oracle, or Salesforce to Amazon Connect)
• Experience in regulated verticals: government/public sector (Section 508, FedRAMP), healthcare (HIPAA), or financial services
• WFM concepts (forecasting, scheduling, adherence), quality management, outbound compliance (TCPA), and CX KPIs (containment, AHT, CSAT, SLA/TAT)
• Experience with AI observability (trace correlation, token/cost attribution, latency profiling) or accessibility engineering (WCAG 2.1 AA, axe-core automation)
• Consulting or client-delivery background

Skills

• Strong understanding of AWS services and serverless architecture
• Experience with CI/CD pipelines and automated testing
• Excellent problem-solving and debugging skills
• Ability to work collaboratively with cross-functional teams

Benefits

• Medical Insurance
• 401k plan with company match
• Company issued laptop
• Dental and Vision insurance
• Term Disability Insurance
• Term Life Insurance
• Flexible Spending Account
• Equipment & Office Stipend
• Annual stipend for Learning and Development
• Unlimited Paid Time Off
• 10 Paid Holidays
• Base Salary Range: $100,000 - $125,000 per year