Senior CXE Engineer

About the role

Caylent is an AI-first cloud services company that helps organizations modernize their technology, build intelligent products, and move AI from experimentation into production. As a Senior CXE Engineer, you will be responsible for building contact flows and AI agents, writing Lambda functions and CDK stacks, and developing React-based agent and admin tooling.

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
• Implement barge-in handling, fallback, and error-recovery behavior for voice AI
• Optimize inference cost and latency hands-on
• Build conversational experiences where intent-based NLU is the right fit
• Build contact flows that integrate AI agents, Lambda-backed business logic, Customer Profiles, and dynamic data-driven routing
• Implement Amazon Connect Cases and Tasks solutions
• Configure and operationalize Contact Lens for real-time sentiment, post-contact summaries, category rules, and quality management
• Build out the Amazon Connect analytics data lake and QuickSight dashboards
• Build custom Agent Workspace experiences with the Amazon Connect Streams API, third-party app embedding, and CRM screen-pop integrations
• Build serverless, event-driven backends with Lambda, EventBridge, Step Functions, SQS/SNS, DynamoDB, and Kinesis
• Instrument monitoring and alerting, and participate in production incident triage
• Contribute to architecture decisions within your workstream
• Support legacy platform migrations
• Collaborate with customer engineering teams

Requirements

• 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)
• 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

Qualifications

• Clear communication with customer-facing composure, able to demo your work, explain trade-offs, and run working sessions with client engineers
• Contact center migration experience (Avaya, Genesys, Cisco, Oracle, or Salesforce to Amazon Connect)
• Contact center operations fluency: 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 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
• Experience shipping and supporting production systems
• Observability instrumentation and incident debugging across the full stack

Benefits

• Medical Insurance for you and eligible dependents
• 401k plan with company match up to 4% and immediate vesting
• Competitive phantom equity
• 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