Functional Consultant – Contact Center

• Lead discovery workshops with customer stakeholders and translate business requirements into functional specifications, user stories, and acceptance criteria for Amazon Connect implementations
• Analyze recorded voice and chat interactions to surface undocumented processes, score quality, and identify self-service containment failures
• Map legacy contact center processes to Amazon Connect capabilities, identifying gaps, configuration options, and custom development needs
• Maintain traceability between requirements, design decisions, implementation stories, and test cases
• Manage requirement changes and document schedule or 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, quality assurance reviews, formal interaction evaluations, and performance-trend reporting
• Translate business processes into AI agent scripts, call guides, decision trees, and compliance language
• Root-cause self-service failures and recommend prioritized IVR and AI improvements
• Serve as day-to-day liaison between customer stakeholders and Caylent’s delivery team
• Produce BRDs, process flow diagrams, current/future-state maps, and UAT test plans
• Facilitate UAT, triage defects and enhancements, and prioritize backlog items
• Support project governance through status reporting, RAID logs, and steering committee materials
• Contribute reusable discovery assets and support pre-sales activities
• 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 (Jira, Confluence, Lucidchart/Visio, Figma) and basic SQL or reporting-tool literacy
• Proficiency with Microsoft Office tools (Excel, Word, Powerpoint)
• Current legal authorization to work in Argentina; Caylent is not able to sponsor visa or work permit applications

• Pay in USD
• 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