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 packa