Senior CXE Engineer

The Mission

As a Senior CXE Engineer, you are a hands-on builder on enterprise contact center transformations. You will spend the majority of your time in code and in the AWS console: building contact flows and AI agents, writing Lambda functions and CDK stacks, developing React-based agent and admin tooling, and debugging production issues on systems that serve tens of thousands of agents and millions of customer interactions. You work within architectures set by practice leads, and youre expected to pressure-test them, propose better patterns, and own the implementation quality of your workstream from first commit through production cutover. This role blends deep Amazon Connect platform engineering, generative AI development on Bedrock and Claude, and full-stack serverless work, with regular direct interaction with customer engineering teams.

Your Assignment

AI Agent & Conversational AI Development

• Build AI-native self-service using Amazon Connect AI agents, Amazon Q in Connect, and Amazon Bedrock (Claude model family), implementing multi-agent orchestration patterns, orchestrator agents delegating to task-specific agents with escalation paths to human queues
• Engineer prompts and tool-calling integrations at production scale: SearchProfiles lookups, case creation, external API tools, authentication flows, and guardrails against hallucination and verification loops
• Implement barge-in handling, fallback, and error-recovery behavior for voice AI, and validate it with turn-by-turn trace analysis
• Optimize inference cost and latency hands-on: model tier selection (Haiku vs. Sonnet vs. Opus), prompt caching, and token budgeting against containment- rate targets
• Diagnose AI agent performance using observability tooling (agent spans, and CloudWatch) that correlates contact flow logs, conversation transcripts, AI agent spans, tool executions, and token usage to isolate latency, cost, and quality issues
• Build conversational experiences where intent-based NLU is the right fit, including multilingual support and SSML-tuned voice interactions

Amazon Connect Platform Engineering

• Build contact flows that integrate AI agents, Lambda-backed business logic, Customer Profiles, and dynamic >

  NOTE: Were unable to provide visa sponsorship now or at any time in the future.

  At Caylent, we are committed to fair, transparent, and inclusive hiring practices. As part of our recruitment process, we may use artificial intelligence (AI) tools or automated systems to assist with the screening and evaluation of applications to help match candidate qualifications with job requirements.
  These tools are designed to support not replace human decision-making. Final hiring decisions are always made by our trained recruitment professionals.
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  If you have any questions, please contact talent@caylent.com

  Caylent is a place where everyone belongs. We celebrate diversity and are committed to creating an inclusive environment for all employees. Our approach helps us to build a winning team that represents a variety of backgrounds, perspectives, and abilities. So, regardless of how your diversity expresses itself, you can find a home here at Caylent.

  We are proud to be an equal opportunity employer. We prohibit discrimination and harassment of any kind based on race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity, gender expression, age, veteran status, genetic information, disability, or other applicable legally protected characteristics. If you would like to request an accommodation due to a disability, please contact us at hr@caylent.com.