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 MissionWe 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 AssignmentProject Management & Client EngagementLead end-to-end project management for Amazon Connect implementations from initial discovery to successful client handoffDevelop comprehensive project plans with explicit milestones, deliverables, and resource allocations aligned with Pronetx's delivery methodologyBuild strong client relationships as the primary technical point of contact during implementation projectsFacilitate effective communication among stakeholders, Pronetx technical teams, and client stakeholdersConduct regular status meetings and provide clear, concise updates to both Pronetx leadership and client teamsManage project scope, schedule, and budget while maintaining Pronetx's high standards for qualityIdentify, assess, and mitigate project risks and dependencies proactivelyTechnical ImplementationOversee the technical implementation of Amazon Connect and integrated AWS servicesGuide the design and configuration of contact flows, queues, and routing strategies based on client requirementsCoordinate the integration of Amazon Connect with client CRM systems, knowledge bases, and other enterprise applicationsLead implementations of AI/ML-powered features using Amazon Lex, Amazon Polly, and other AWS servicesEnsure implementations follow AWS best practices for security, reliability, and operational excellenceValidate technical solutions against client requirements and performance expectationsCoordinate testing efforts across functional, performance,



and user acceptance testing phasesSolution DevelopmentCollaborate with Pronetx solutions architects to design custom CX solutions that leverage the full AWS ecosystemManage the development of custom components, extensions, and integrations for client-specific needsOversee the implementation of analytics and reporting solutions using Amazon Kinesis, Amazon S3, and Amazon QuickSightGuide the development of CI/CD pipelines for Amazon Connect solutions deployment and updatesEnsure solutions are built with scalability, resilience, and future extensibility in mindCoordinate knowledge transfer to client teams and Pronetx managed services teamsDevelop reusable implementation assets, templates, and best practices to enhance Pronetx's delivery capabilitiesDocument lessons learned and contribute to the organization's implementation methodologyStay current with Amazon Connect feature releases and AWS service enhancementsIdentify opportunities to improve implementation efficiency and qualityContribute to Pronetx's thought leadership in the Amazon Connect and CX spaceParticipate in client-facing presentations and demonstrations of Pronetx solutionsMentor junior team members on Amazon Connect best practices and implementation approachesYour QualificationsBachelor's degree in Computer Science, Information Technology, or related field5+ years of experience in technical project management3+ years of experience with AWS cloud technologiesExperience with contact center technologies and customer experience solutionsDemonstrated experience managing complex technical implementationsExcellent communication skills with the ability to explain complex technical concepts to diverse audiencesStrong client relationship management capabilitiesProject management certification (PMP, PRINCE2, Scrum Master, or equivalent)Experience with Agile and Waterfall project management methodologiesPreferred QualificationsAWS Certified Solutions Architect Associate or Professional certificationExperience implementing or working with Amazon ConnectDeep knowledge of AWS services including Lambda, API Gateway, DynamoDB, S3, Kinesis, and CloudFormationExperience with IVR systems, CTI integrations, and telephony technologiesFamiliarity with AI/ML technologies such as natural language understanding and speech recognitionExperience with CRM platforms (Salesforce, Dynamics, ServiceNow, etc.)Knowledge of scripting languages (Python, Node.Js) and infrastructure as code toolsContact center operations or customer service experienceTechnical Knowledge RequirementsAmazon Connect ExpertiseContact Flow design and implementationQueue configuration and routing strategiesIVR design and developmentAgent workspace customizationReporting and analytics capabilitiesTask creation and managementOutbound campaignsContact Lens implementation and analysisAWS Services Integration KnowledgeAmazon Lex for building conversational interfacesAmazon Polly for text-to-speech capabilitiesAWS Lambda for serverless compute functionsAmazon Kinesis for real-time data streamingAmazon S3 for data storageAmazon DynamoDB for NoSQL database requirementsAmazon QuickSight for analytics and visualizationAWS Identity and Access Management (IAM) for securityAmazon CloudWatch for monitoring and observabilityAWS CloudFormation for infrastructure as codeAmazon API Gateway for API managementAWS Step Functions for workflow orchestrationAmazon EventBridge for event-driven architectureEquitable Life - Hybrid Plan100% Premium Coverage for the employee and dependentsLong-Term DisabilityUnlimited VacationsPaid HolidaysPaid for exams and certificationsPeer bonus awardsState of the art laptop and toolsEquipment & Office StipendAnnual stipend for Learning and DevelopmentWork with an amazing worldwide team and in an incredible corporate cultureThis role may require up to 50% travel, depending on business needs.Base Salary RangeThe expected base salary range for this position is CAD $ $131,520 - $157,824 per year, commensurate with experience and qualifications.Additional Compensation ComponentsIn addition to the base salary, the compensation package may include bonuses, commissions, equity, and other incentives. The specific components will vary depending on the role and individual and/or company performance.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 application process, it will only be in accordance with applicable laws and regulations, and your information will be handled in a secure and confidential manner. If you have any questions, please contact [email protected] is a place where everyone belongs. We celebrate diversity and are committed to creating an inclusive environment for all employees. Our approach helps us to build a winning team that represents a variety of backgrounds, perspectives, and abilities. So, regardless of how your diversity expresses itself, you can find a home here at Caylent.We are proud to be an equal-opportunity employer. We prohibit discrimination and harassment of any kind based on race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity, gender expression, age, veteran status, genetic information, disability, or other applicable legally protected characteristics. If you would like to request an accommodation due to a disability, please contact us at [email protected].

📌 Senior Project Manager (Ottawa)
🏢 Caylent
📍 Ottawa