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

Pay in USD

100% remote work

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: 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 appl