Functional Consultant - Contact Center

The role

This person will lead discovery workshops and translate business requirements into functional specifications for Amazon Connect implementations. They will analyze contact center interactions to surface processes and convert findings into AI agent scripts and process maps.

What you will do

• Lead structured elicitation workshops with client stakeholders
• Map legacy contact center processes to Amazon Connect capabilities
• Build and maintain links between requirements, design decisions, and test cases
• Analyze contact center KPIs to define success criteria
• Partner with engineering to define data models
• Document AI agent and self-service requirements
• Conduct call listening and quality assurance reviews
• Translate business processes into AI agent scripts and call guides
• Serve as the liaison between customer stakeholders and the delivery team
• Produce documentation including BRDs, process maps, and UAT test plans

Required qualifications

• 5+ years of business analysis experience
• 1+ years supporting contact center, CCaaS, or customer experience technology implementations
• 5+ years experience in analyzing call center interactions as a process discovery methodology
• Working knowledge of using Amazon Connect or a comparable CCaaS platform (Genesys, Avaya, Cisco, NICE)
• Ability to write clear functional requirements, user stories, and acceptance criteria
• Familiarity with contact center KPIs and operations concepts
• Strong facilitation and stakeholder management skills
• Proficiency with requirements and diagramming tools (Jira, Confluence, Lucidchart/Visio, Figma)
• Basic SQL or reporting-tool literacy
• Proficiency with Microsoft Office tools (Excel, Word, Powerpoint)

Nice to have

• 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

• 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

Before you apply

• 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

About the company

Caylent is an AI-first cloud services company and an AWS Premier Tier Services Partner. They help organizations modernize technology and move AI from experimentation into production.