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 through call listening and quality reviews to uncover undocumented processes, score quality, and identify self-service containment failures
• Map legacy contact center processes to Amazon Connect capabilities and identify configuration gaps or custom-development needs
• Build and maintain traceability from requirements through design decisions, epics/stories, and test cases
• Manage requirement changes and document schedule and 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 using Glue, Athena, and QuickSight
• Define AI agent and self-service requirements, including intents, escalation paths, containment targets, and compliance guardrails
• Translate business processes into AI agent scripts, call guides, decision trees, compliance language, and closing sequences
• Perform formal evaluations of calls, chats, and cases using Amazon Connect Evaluations and Contact Lens
• Produce QA reports, trend summaries, BRDs, process maps, UAT test plans, status reports, RAID logs, and steering committee materials
• Facilitate UAT, triage defects and enhancement requests, and prioritize backlog items
• Liaise between customer stakeholders and Caylent’s delivery team
• Contribute reusable discovery assets, support pre-sales and SOW scoping, and 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 Brazil; Caylent is not able to 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