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, Dev Ops, 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!

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.

• 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)

• 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

• Collaborate with Caylent solutions architects on the delivery plan for custom CX solutions that leverage the AWS ecosystem
• Manage the team’s development of…