Senior Project Manager

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 Engineering team. The right candidate is someone who can lead the planning, implementation, and development of cloud-based contact center solutions for our clients. You will be responsible for guiding cross-functional teams through the full lifecycle of Amazon Connect deployments, ensuring successful implementation and adoption. This role requires both technical depth in AWS services and strong project management capabilities to deliver exceptional customer experiences.

 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 Pronetx's delivery methodology
• Build strong client relationships as the primary technical point of contact during implementation projects
• Facilitate effective communication among stakeholders, Pronetx technical teams, and client stakeholders
• Conduct regular status meetings and provide clear, concise updates to both Pronetx leadership and client teams
• Manage project scope, schedule, and budget while maintaining Pronetx's high standards for quality
• Identify, assess, and mitigate project risks and dependencies proactively

Technical Implementation

• Oversee the technical implementation of Amazon Connect and integrated AWS services
• Guide the design and configuration of contact flows, queues, and routing strategies based on client requirements
• Coordinate the integration of Amazon Connect with client CRM systems, knowledge bases, and other enterprise applications
• Lead implementations of AI/ML-powered features using Amazon Lex, Amazon Polly, and other AWS services
• Ensure implementations follow AWS best practices for security, reliability, and operational excellence
• Validate technical solutions against client requirements and performance expectations
• Coordinate testing efforts across functional, performance, and user acceptance testing phases

Solution Development

• Collaborate with Pronetx solutions architects to design custom CX solutions that leverage the full AWS ecosystem
• Manage the development of custom components, extensions, and integrations for client-specific needs
• Oversee the implementation of analytics and reporting solutions using Amazon Kinesis, Amazon S3, and Amazon QuickSight
• Guide the development of CI/CD pipelines for Amazon Connect solutions deployment and updates
• Ensure solutions are built with scalability, resilience, and future extensibility in mind
• Coordinate knowledge transfer to client teams and Pronetx managed services teams 

Continuous Improvement & Innovation

• Develop reusable implementation assets, templates, and best practices to enhance Pronetx's delivery capabilities
• Document lessons learned and contribute to the organization's implementation methodology
• Stay current with Amazon Connect feature releases and AWS service enhancements
• Identify opportunities to improve implementation efficiency and quality
• Contribute to Pronetx's thought leadership in the Amazon Connect and CX space
• Participate in client-facing presentations and demonstrations of Pronetx solutions
• Mentor junior team members on Amazon Connect best practices and implementation approaches

 Your Qualifications

• Bachelor's degree in Computer Science, Information Technology, or related field
• 5+ years of experience in technical project management
• 3+ years of experience with AWS cloud technologies
• Experience with contact center technologies and customer experience solutions
• Demonstrated experience managing complex technical implementations
• Excellent communication skills with the ability to explain complex technical concepts to diverse audiences
• Strong client relationship management capabilities
• Project management certification (PMP, PRINCE2, Scrum Master, or equivalent)
• Experience with Agile and Waterfall project management methodologies

 Preferred Qualifications

• AWS Certified Solutions Architect Associate or Professional certification
• Experience implementing or working with Amazon Connect
• Deep knowledge of AWS services including Lambda, API Gateway, DynamoDB, S3, Kinesis, and CloudFormation
• Experience 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

Technical Knowledge Requirements

Amazon Connect Expertise

• Contact Flow design and implementation
• Queue configuration and routing strategies
• IVR design and development
• Agent workspace customization
• Reporting and analytics capabilities
• Task creation and management
• Outbound campaigns
• Contact Lens implementation and analysis

AWS Services Integration Knowledge

• Amazon Lex for building conversational interfaces
• Amazon Polly for text-to-speech capabilities
• AWS Lambda for serverless compute functions
• Amazon Kinesis for real-time data streaming
• Amazon S3 for data storage
• Amazon DynamoDB for NoSQL database requirements
• Amazon QuickSight for analytics and visualization
• AWS Identity and Access Management (IAM) for security
• Amazon CloudWatch for monitoring and observability
• AWS CloudFormation for infrastructure as code
• Amazon API Gateway for API management
• AWS Step Functions for workflow orchestration
• Amazon EventBridge for event-driven architectures

Benefits

• 100% remote work
• Medical Insurance for you and eligible dependents
• Generous holidays and flexible PTO
• Competitive phantom equity
• 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 25% travel, depending on business needs.

NOTE: We’re 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.
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 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.