Caylent is an AI-first cloud services company that helps organizations turn ambitious ideas into meaningful business impact. As an AWS Premier Tier Services Partner and a charter member of Anthropic’s Claude Partner Network, we combine deep expertise in AWS, artificial intelligence, and Anthropic’s Claude platform to help customers modernize their technology, build intelligent products, and move AI from experimentation into production.
Our capabilities span generative and agentic AI, cloud migration and modernization, cloud-native application development, data and analytics, DevOps, managed services, security and compliance, and customer experience transformation. At Caylent, our people always come first.
We are a fully remote global company with employees in Canada, the United States and Latin America. We celebrate the culture of each of our team members and foster a community of technological curiosity. Come talk to us to learn more about what it means to be a Caylien!
The Mission
We are seeking a talented Senior Project Manager to join our growing Customer Experience Engineering (CXE) team. The right candidate is someone who can lead the planning, coordination, and delivery of cloud-based contact center solutions for our clients. You will guide cross-functional teams — including solutions architects, engineers, and QA — through the full lifecycle of Amazon Connect deployments, ensuring successful implementation and adoption. This role is technical light: strong project management fundamentals, organization, and the ability to communicate confidently about cloud and contact center concepts matter far more than hands-on AWS technical depth.
Your Assignment
Project Management & Client Engagement
- Lead end-to-end project management for Amazon Connect implementations from initial discovery to successful client handoff
- Develop comprehensive project plans with clear milestones, deliverables, and resource allocations aligned with Caylent's delivery methodology
- Build strong client relationships as the primary point of contact throughout the implementation project
- Facilitate effective communication among stakeholders, Caylent technical teams, and client stakeholders
- Conduct regular status meetings and provide clear, concise updates to both Caylent leadership and client teams
- Manage and regularly report on project scope, schedule, and budget while maintaining Caylent's high standards for quality
- Manage detailed resource plans, including team allocations and forecasted budget
- Identify, assess, and mitigate project risks and dependencies proactively
- Collaborate closely with internal partner teams (e.g., BSAs, QA, and Product)
Technical Coordination
- Coordinate the technical implementation of Amazon Connect and integrated AWS services, partnering closely with solutions architects and engineers who own the technical design
- Translate client requirements into clear specifications for the technical team designing contact flows, queues, and routing strategies
- Coordinate the integration of Amazon Connect with client CRM systems, knowledge bases, and other enterprise applications
- Track and coordinate delivery of AI/ML-powered features (e.g., Amazon Lex, Amazon Polly) built by the technical team
- Partner with technical leads to confirm implementations follow AWS best practices for security, reliability, and operational excellence
- Confirm technical solutions meet client requirements and performance expectations, escalating gaps to the technical team
- Coordinate testing efforts across functional, performance, and user acceptance testing phases
Solution Delivery Oversight
- Collaborate with Caylent solutions architects on the delivery plan for custom CX solutions that leverage the AWS ecosystem
- Manage the team's development of custom components, extensions, and integrations for client-specific needs, tracking scope and timeline
- Coordinate delivery of analytics and reporting solutions (e.g., Amazon Kinesis, Amazon S3, Amazon QuickSight) built by the technical team
- Coordinate delivery of CI/CD pipelines for Amazon Connect solution deployment and updates
- Confirm with technical leads that solutions are built with scalability, resilience, and future extensibility in mind
- Coordinate knowledge transfer to client teams and Caylent managed services teams
Continuous Improvement & Innovation
- Develop reusable implementation assets, templates, and best practices to enhance Caylent's delivery capabilities
- Document lessons learned and contribute to the organization's implementation methodology
- Stay current on Amazon Connect feature releases and AWS service enhancements at a working-knowledge level
- Identify opportunities to improve implementation efficiency and quality
- Contribute to Caylent thought leadership in the Amazon Connect and CX space
- Participate in client-facing presentations and demonstrations of Caylent solutions
- Mentor junior team members on project delivery best practices and client engagement approaches
Your Qualifications
- Bachelor's degree in a related field, or equivalent professional experience
- 5+ years of experience in project management, ideally within technology or professional services delivery
- Demonstrated experience managing complex, cross-functional implementations
- Excellent communication skills, with the ability to translate technical concepts for both technical and non-technical audiences
- Strong client relationship management capabilities
- Working knowledge of JIRA, Smartsheet, Confluence, and other project and resource management tools
- Project management certification (PMP, PRINCE2, Scrum Master, or equivalent) or equivalent hands-on experience
- Experience with Agile and Waterfall project management methodologies
Preferred Qualifications
- Experience with contact center technologies and customer experience solutions
- Exposure to AWS cloud technologies
- AWS Cloud Practitioner, Solutions Architect Associate, or Solutions Architect Professional certification
- Experience implementing or working with Amazon Connect
- Familiarity with AWS services including Lambda, API Gateway, DynamoDB, S3, Kinesis, and CloudFormation
- Familiarity with IVR systems, CTI integrations, and telephony technologies
- Familiarity with AI/ML technologies such as natural language understanding and speech recognition
- Experience with CRM platforms (Salesforce, Dynamics, ServiceNow, etc.)
- Knowledge of scripting languages (Python, Node.js) and infrastructure as code tools
- Contact center operations or customer service experience
What Success Looks Like
- In the first 90 days: you've shadowed at least one live Amazon Connect engagement, built working relationships with your core technical and client stakeholders, and taken ownership of a project plan.
- Ongoing: your projects land on time, on budget, and on scope; clients and internal teams point to you as a clear, reliable communicator; and risks get flagged and resolved before they become escalations.
Benefits
- 100% remote work
- Equitable Life - Hybrid Plan
- 100% Premium Coverage for the employee and dependents
- Competitive phantom equity
- Long-Term Disability
- 4% Pension match (employer contribution)
- Unlimited Vacations
- Sick Leave
- Paid Holidays
- Parental Leave
- 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
This role may require up to 50% travel, depending on business needs.
Base Salary Range: The expected base salary range for this position is CAD $$131,520 - $157,824 per year, commensurate with experience and qualifications.
Additional Compensation Components: In addition to the base salary, the compensation package may include bonuses, commissions, equity, and other incentives. The specific components will vary depending on the role and individual and/or company performance.
NOTE: This position requires current legal authorization to work in the country where this position is located. Caylent is not able to sponsor visa or work permit applications at this time.
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.
If an AI or automated tool is used during your application process, it will only be in accordance with applicable laws and regulations, and your information will be handled in a secure and confidential manner.
If you have any questions, please contact [email protected]
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 [email protected].
