Functional Consultant – Contact Center

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🔥 1 minute ago

🇲🇽 Mexico – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Call Center Representative

👻 Ghost score 12%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Caylent

WebsiteLinkedInAll Job Openings

201 - 500 employees

💼 Consulting

📦 Logistics

📣 Marketing

💰 Private Equity Round on 2022-11

Consulting • Logistics • Marketing

Caylent is a cloud native services company that helps organizations bring the best out of their people and technology using AWS. As a premier AWS consulting partner, Caylent specializes in DevOps-as-a-Service, IaaS, DevOps, SaaS, and various cloud technologies including Amazon Web Services and Google Cloud Platform. The company focuses on empowering organizations through technology to thrive in a software-defined world and drive innovation.

📋 Description

• Lead structured elicitation workshops with client stakeholders to document current-state processes, pain points, and target-state workflows • Translate business requirements into functional requirements, user stories, and acceptance criteria • Map legacy contact center processes to Amazon Connect capabilities, identifying gaps and configuration or development needs • Maintain traceability between requirements, design decisions, implementation stories, and test cases • Run review and verification gates before design and release • Manage requirement changes and document schedule/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 • Document AI agent and self-service requirements, including intents, escalation paths, containment targets, and compliance guardrails • Conduct call listening and quality assurance reviews of recorded voice and chat interactions • Mine interactions to identify undocumented processes, decision points, exception paths, and agent workarounds • Translate processes into AI agent scripts, call guides, decision trees, compliance language, and training or knowledge-base materials • Evaluate calls, chats, and cases using scorecards and synthesize performance trends • Root-cause self-service containment failures and recommend IVR and AI improvements • Serve as day-to-day liaison between customer stakeholders and the Caylent delivery team • Produce BRDs, process flow diagrams, current/future-state maps, and UAT test plans • Facilitate UAT, triage defects and enhancement requests, and prioritize backlog items • Support project governance through status reports, RAID logs, and steering committee materials • Contribute reusable discovery templates, checklists, and process maps to the CXE practice • Support pre-sales discovery calls, SOW scoping, and estimates • Mentor junior Functional Consultants

🎯 Requirements

• 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 the country where this position is located; Caylent cannot sponsor visa or work permit applications

🏖️ 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 • Work with an amazing worldwide team and in an incredible corporate culture

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