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, responsável por liderar workshops de descoberta com as partes interessadas dos clientes e traduzir requisitos de negócios em especificações funcionais, histórias de usuários e critérios de aceitação para implementações do Amazon Connect. Eles usam a escuta de chamadas e a análise de interações como um método de descoberta central, minerando dados de voz e chat gravados para revelar processos não documentados, pontuar qualidade e identificar falhas de contenção de autoatendimento, convertendo essas descobertas em scripts de agentes de IA, mapas de processos e recomendações de melhoria priorizadas. Servindo como o principal elo entre as partes interessadas do cliente e a equipe de entrega da Caylent, eles são responsáveis por BRDs, matrizes de rastreabilidade e facilitação de UAT, além de orientar BAs juniores e contribuir com ativos de descoberta reutilizáveis para fortalecer a prática CXE.

• 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, Quick
• Sight), 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 vertical...