Note: The job is a remote job and is open to candidates in USA. Caylent is an AI-first cloud services company specializing in AWS, artificial intelligence, cloud modernization, and customer experience transformation. The Senior Project Manager will lead the planning, coordination, and delivery of Amazon Connect cloud-based contact center implementations, managing client relationships, cross-functional teams, risks, budgets, and technical delivery oversight.
Responsibilities
- 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 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
- 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
Skills
- 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
- Current legal authorization to work in the country where this position is located
- Not able to sponsor visa or work permit applications at this time
- 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
Benefits
- Medical insurance for you and eligible dependents
- 401k plan with company match up to 4% and immediate vesting
- Competitive phantom equity
- Company-issued laptop
- Dental and vision insurance
- Term disability and life insurance
- Flexible Spending Account
- Equipment and office stipend
- Annual stipend for learning and development
- Unlimited paid time off
- 10 paid holidays
Company Overview