[Hiring] Senior Project Manager @Caylent

Role Description

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.

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.
• 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.