Functional Consultant – Contact Center

• Lead structured elicitation workshops with client stakeholders to document current-state processes, pain points, and target-state workflows
• Translate business requirements into functional requirements, user stories, and acceptance criteria
• Map legacy contact center processes to Amazon Connect capabilities, identifying gaps and configuration or development needs
• Maintain traceability between requirements, design decisions, implementation stories, and test cases
• Run review and verification gates before design and release
• Manage requirement changes and document schedule/budget impacts
• Conduct requirement walkthroughs with architects, engineers, and QA
• Analyze contact center KPIs and define measurable engagement success criteria
• Partner with engineering on data models for Customer Profiles, Cases, and the Connect analytics data lake
• Document AI agent and self-service requirements, including intents, escalation paths, containment targets, and compliance guardrails
• Conduct call listening and quality assurance reviews of recorded voice and chat interactions
• Mine interactions to identify undocumented processes, decision points, exception paths, and agent workarounds
• Translate processes into AI agent scripts, call guides, decision trees, compliance language, and training or knowledge-base materials
• Evaluate calls, chats, and cases using scorecards and synthesize performance trends
• Root-cause self-service containment failures and recommend IVR and AI improvements
• Serve as day-to-day liaison between customer stakeholders and the Caylent delivery team
• Produce BRDs, process flow diagrams, current/future-state maps, and UAT test plans
• Facilitate UAT, triage defects and enhancement requests, and prioritize backlog items
• Support project governance through status reports, RAID logs, and steering committee materials
• Contribute reusable discovery templates, checklists, and process maps to the CXE practice
• Support pre-sales discovery calls, SOW scoping, and estimates
• Mentor junior Functional Consultants

• 5+ years of business analysis experience, including 1+ years supporting contact center, CCaaS, or customer experience technology implementations
• 5+ years experience in analyzing call center interactions as a process discovery methodology for mining patterns in call center interactions
• Working knowledge of using Amazon Connect or a comparable CCaaS platform (Genesys, Avaya, Cisco, NICE) for finding, evaluating, and mining call center interactions
• Demonstrated ability to write clear functional requirements, user stories, and acceptance criteria that engineering teams can build directly against
• Familiarity with contact center KPIs and operations concepts (AHT, containment, CSAT/NPS, SLA, Retention)
• Strong facilitation and stakeholder management skills; comfortable running workshops with both business and technical audiences
• Proficiency with requirements and diagramming tools (i.e. Jira, Confluence, Lucidchart/Visio, Figma) and basic SQL or reporting-tool literacy
• Proficiency with Microsoft Office tools (Excel, Word, Powerpoint)
• Exposure to conversational AI / self-service requirements (Amazon Lex, Amazon Q in Connect, or comparable IVR/chatbot platforms)
• Experience in regulated verticals: government/public sector, healthcare (HIPAA), or financial services
• Consulting or client-delivery background
• Experience with data visualization tools (QuickSight, Tableau, Power BI)
• Experience in Python
• Experience with AI tools
• Current legal authorization to work in the country where this position is located; Caylent cannot sponsor visa or work permit applications

• 100% remote work
• 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