Functional Consultant – Contact Center

About the role

Caylent is seeking a Functional Consultant specialized in contact‑center modernization. You will lead discovery workshops, translate business needs into functional specifications, and guide Amazon Connect implementations while mentoring junior analysts.

Key responsibilities

• Facilitate structured elicitation workshops with stakeholders to capture current‑state processes and define target‑state workflows.
• Map legacy contact‑center platforms (Avaya, Genesys, NICE) to Amazon Connect, identifying gaps and configuration options.
• Maintain traceability between requirement IDs, design decisions, user stories, and test cases.
• Analyze contact‑center KPIs (AHT, containment, CSAT/NPS, retention) and define measurable success criteria.
• Conduct call‑listening and interaction analysis to uncover undocumented processes and create AI‑agent scripts.
• Produce BRDs, process flow diagrams, current/future‑state maps, and UAT test plans; facilitate UAT sessions and manage defect triage.
• Contribute reusable discovery templates and support pre‑sales scoping activities.

Required profile

• 5+ years of business analysis experience, including at least 1 year in contact‑center or CX technology projects.
• Strong facilitation and stakeholder‑management skills, comfortable running workshops with both business and technical audiences.
• Experience mentoring junior consultants and contributing to practice knowledge bases.

Required skills

• Amazon Connect (or comparable CCaaS platforms such as Genesys, Avaya, Cisco, NICE)
• AWS services, especially Amazon Lex and Amazon Q
• Jira, Confluence, Lucidchart/Visio, Figma
• SQL or reporting‑tool literacy
• Microsoft Office suite (Excel, Word, PowerPoint)
• Python (basic)
• Data‑visualisation tools: QuickSight, Tableau, Power BI

What we offer

• USD‑based compensation
• 100% remote work
• Generous holidays and flexible PTO
• Competitive phantom equity
• Paid exams and certifications
• Peer‑bonus awards
• State‑of‑the‑art laptop, equipment stipend, and office allowance