Functional Consultant - Contact Center

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 Mission

This role is a Functional Consultant - Contact Center focused on contact center modernization, responsible for leading discovery workshops with customer stakeholders and translating business requirements into functional specifications, user stories, and acceptance criteria for Amazon Connect implementations. They use call listening and interaction analysis as a core discovery method, mining recorded voice and chat data to surface undocumented processes, score quality, and root-cause self-service containment failures, then convert those findings into AI agent scripts, process maps, and prioritized improvement recommendations. Serving as the primary liaison between customer stakeholders and Caylent's delivery team, they own BRDs, traceability matrices, and UAT facilitation while also mentoring junior BAs and contributing reusable discovery assets to strengthen the CXE practice.

Requirements & Discovery

Leads structured elicitation workshops with client stakeholders (contact center operations, IT, compliance) to document current-state processes, pain points, and target-state workflows, then breaks business requirements into discrete, ID-tagged functional requirements, user stories, and acceptance criteria before design work is scheduled.

Maps legacy contact center processes (e.g. Avaya, Genesys, NICE) to Amazon Connect capabilities, identifying gaps, configuration options, and where custom development is required - favoring configuration over customization.

Builds and maintains the live link between every requirement ID, the design decision addressing it, the epic/story implementing it, and the test case validating it.

Runs the review gate before design starts and the verification gate before release (i.e. no ticket enters a sprint, and no story closes, without a traced requirement ID)

Owns the intake of requirement changes, logs impact to the RTM, and hands schedule/budget impact to the technical PM rather than letting scope drift silently..

Runs requirement walkthroughs with architects and engineers before design starts, and with QA before test design - catching ambiguity before it becomes code.

Process & Data Analysis

Analyze contact center KPIs (AHT, containment rate, CSAT/NPS, Retention) to baseline current performance and define measurable success criteria for engagements

Partner with engineering to define data models for Customer Profiles, Cases, and the Connect analytics data lake (Glue, Athena, QuickSight), ensuring reporting requirements are captured up front

Document AI agent and self-service requirements: call/chat intents, escalation paths, containment targets, and guardrail/compliance needs for AI-driven interactions

Call Quality & Interaction Analysis

Conduct structured call listening and quality assurance reviews across recorded voice and chat interactions, scoring them against defined quality criteria - compliance adherence, process accuracy, soft skills, and resolution quality and packaging findings into QA reports and trend summaries for customer stakeholders

Use call listening as a process-discovery method: mine recorded interactions to surface undocumented business processes, decision points, exception paths, and agent workarounds, then codify what agents actually do into current-state process maps that validate or correct stakeholder-described workflows

Translate documented business processes into structured AI agent scripts and call guides, greetings, identity verification, decision trees, objection and exception handling, required compliance language, and closing sequences that standardize agent behavior and feed training materials, knowledge bases, and agent-assist tooling (e.g., Amazon Q in Connect)

Perform formal evaluations of calls, chats, and cases using evaluation forms and scorecards (e.g., Amazon Connect Evaluations with Contact Lens), and synthesize results into performance-trend reporting for operations leadership

Analyze interactions that escaped self-service to root-cause containment failures, misrecognized intents, missing self-service capabilities, authentication friction, confusing prompts, or premature zero-outs and convert findings into prioritized, evidence-backed recommendations for IVR and AI improvements that measurably raise containment rates

Stakeholder Collaboration & Documentation

Serve as the day-to-day liaison between customer business stakeholders and the Caylent delivery team, managing scope clarifications and change requests

Produce clear, well-organized documentation: business requirements documents (BRDs), process flow diagrams, current/future-state maps, and UAT test plans

Facilitate UAT sessions, triage defects and enhancement requests with stakeholders, and prioritize backlog items against business value and delivery timelines

Support project governance: status reporting, RAID logs, and steering committee materials for contact center modernization programs

Practice Contribution

Contribute reusable discovery templates, requirement checklists, and process maps back to the CXE practice so future engagements start further ahead

Support pre-sales: participate in discovery calls, help scope SOWs, and provide business-analysis input on estimates for contact center engagements

Mentor junior Functional Consultants on contact center domain concepts and Caylent's discovery methodology

Your Qualifications

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)

Preferred Qualifications

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

Benefits

Pay in USD

100% remote work

Generous holi