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 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 inc