AI Product Engineer building production agents, MCP integrations, and developer tools for ClickHouse’s open - source ClickStack observability platform. Improving incident investigation, telemetry analysis, and agent reliability.
About the role
- Senior CXE Engineer building Amazon Connect, Bedrock, and serverless contact-center solutions for Caylent. Delivering AI agents, migrations, analytics, and customer-facing implementations.
Responsibilities
- Build AI-native self-service using Amazon Connect AI agents, Amazon Q in Connect, and Amazon Bedrock with multi-agent orchestration and human escalation paths
- Engineer production-scale prompts and tool-calling integrations, including profile lookups, case creation, external APIs, authentication, and guardrails
- Implement voice-AI barge-in, fallback, error recovery, multilingual NLU, and SSML-tuned interactions
- Optimize model selection, prompt caching, token budgets, inference cost, and latency
- Diagnose AI-agent performance using observability tooling, CloudWatch, logs, transcripts, traces, tool executions, and token usage
- Build Amazon Connect contact flows, Cases, Tasks, Contact Lens, routing, outbound campaigns, workforce-management integrations, analytics data lakes, and QuickSight dashboards
- Support migrations from Avaya, Genesys, Cisco, Oracle, and Salesforce to Amazon Connect
- Build Agent Workspace experiences, CRM integrations, and serverless event-driven backends
- Implement WCAG 2.1 AA accessibility and accessibility testing/documentation
- Author AWS CDK infrastructure, CI/CD pipelines, automated tests, monitoring, alerting, security, and compliance controls
- Participate in production incident triage and phased contact-center cutovers
- Work directly with customer engineering teams through integrations, technical sessions, demos, knowledge transfer, and mentoring
- Contribute to architecture decisions, code reviews, reusable practice assets, proof-of-concept demos, estimates, and SOW technical scope
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), 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
- Current legal authorization to work in Canada; Caylent is not able to sponsor visa or work permit applications
- Preferred: AWS certifications; contact center migration experience; regulated-vertical experience; contact center operations fluency; AI observability or accessibility engineering experience; consulting or client-delivery background
Benefits
- 100% remote work
- Equitable Life - Hybrid Plan
- 100% Premium Coverage for the employee and dependents
- 4% Pension match (employer contribution)
- Unlimited Vacations
- Sick Leave
- Paid Holidays
- Parental Leave
- Competitive stock options plan
- Paid for exams and certifications
- Peer bonus awards
- State of the art laptop and tools
- Equipment & Office Stipend
- Individual professional development plan
- Annual stipend for Learning and Development
- Work with an amazing worldwide team and in an incredible corporate culture
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