Senior Project Manager

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. 

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

• 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

• 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

• 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.