Functional Consultant – Contact Center

This is a fully remote position, open to applicants in Argentina.

📋 Description

• Facilitate discovery workshops with customer stakeholders and convert business requirements into functional specifications, user stories, and acceptance criteria for Amazon Connect implementations.

• Examine recorded voice and chat interactions to uncover undocumented processes, assess quality, and pinpoint self-service containment failures.

• Align legacy contact center processes with Amazon Connect capabilities, identifying gaps, configuration options, and custom development necessities.

• Maintain traceability among requirements, design decisions, implementation stories, and test cases.

• Oversee requirement modifications and document any impacts on schedule or budget.

• Lead requirement walkthroughs with architects, engineers, and QA teams.

• Evaluate contact center KPIs and establish measurable success criteria for engagement.

• Collaborate with engineering on data models for Customer Profiles, Cases, and the Connect analytics data lake.

• Record AI agent and self-service requirements, encompassing intents, escalation paths, containment targets, and compliance guardrails.

• Perform call listening, quality assurance evaluations, formal interaction assessments, and performance-trend reporting.

• Convert business processes into AI agent scripts, call guides, decision trees, and compliance language.

• Identify root causes of self-service failures and recommend prioritized IVR and AI enhancements.

• Act as a daily liaison between customer stakeholders and Caylent’s delivery team.

• Create BRDs, process flow diagrams, current/future-state maps, and UAT test plans.

• Facilitate UAT, triage defects and enhancements, and prioritize backlog items.

• Support project governance through status reporting, RAID logs, and steering committee documentation.

• Contribute reusable discovery assets and assist with pre-sales initiatives.

• Mentor junior Functional Consultants.

⛳️ Requirements

• Over 5 years of business analysis experience, including at least 1 year supporting contact center, CCaaS, or customer experience technology implementations.

• More than 5 years of experience in analyzing call center interactions as part of a process discovery methodology for identifying patterns in call center interactions.

• Practical knowledge of using Amazon Connect or a similar CCaaS platform (Genesys, Avaya, Cisco, NICE) for discovering, evaluating, and analyzing call center interactions.

• Proven ability to articulate clear functional requirements, user stories, and acceptance criteria that engineering teams can implement directly.

• Understanding of contact center KPIs and operational concepts (AHT, containment, CSAT/NPS, SLA, Retention).

• Excellent facilitation and stakeholder management skills; adept at conducting workshops with both business and technical groups.

• Proficient with requirements and diagramming tools (Jira, Confluence, Lucidchart/Visio, Figma) and possess basic SQL or reporting-tool literacy.

• Skilled in Microsoft Office tools (Excel, Word, PowerPoint).

• Current legal authorization to work in Argentina; Caylent is unable to sponsor visa or work permit applications.

🏝️ Benefits

• Compensation in USD.

• 100% remote work opportunity.

• Generous holiday schedule and flexible PTO.

• Competitive phantom equity.

• Coverage for exams and certifications.

• Peer bonus awards.

• State-of-the-art laptop and tools provided.

• Equipment & Office Stipend.

• Personalized professional development plan.

• Annual stipend for Learning and Development.

• Collaborate with an incredible global team in a fantastic corporate culture.