Functional Consultant – Contact Center

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

📋 Description

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

• Evaluate recorded voice and chat interactions through call assessments and quality reviews to reveal undocumented processes, assess quality, and detect self-service containment failures.

• Align legacy contact center processes with Amazon Connect functionalities while identifying configuration gaps or the need for custom development.

• Establish and uphold traceability from requirements through design decisions, epics/stories, and test cases.

• Manage changes in requirements while documenting impacts on the schedule and budget.

• Conduct requirement walkthroughs involving architects, engineers, and QA personnel.

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

• Collaborate with engineering to develop data models for Customer Profiles, Cases, and the Connect analytics data lake utilizing Glue, Athena, and QuickSight.

• Define requirements for AI agents and self-service, including intents, escalation procedures, containment targets, and compliance guidelines.

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

• Execute formal evaluations of calls, chats, and cases using Amazon Connect Evaluations and Contact Lens.

• Generate QA reports, trend summaries, BRDs, process maps, UAT test plans, status reports, RAID logs, and materials for steering committees.

• Facilitate UAT, address defects and enhancement requests, and prioritize items in the backlog.

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

• Contribute reusable discovery assets, assist with pre-sales and SOW scoping, and mentor junior Functional Consultants.

⛳️ Requirements

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

• More than 5 years of experience analyzing call center interactions as a process discovery methodology to uncover patterns.

• Proficient in using Amazon Connect or a similar CCaaS platform (such as Genesys, Avaya, Cisco, NICE) for evaluating and analyzing call center interactions.

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

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

• Strong facilitation and stakeholder management skills; comfortable leading workshops with both business and technical participants.

• Proficient in requirements and diagramming tools (e.g., Jira, Confluence, Lucidchart/Visio, Figma) and possesses basic SQL or reporting-tool skills.

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

• Familiarity with conversational AI/self-service requirements (Amazon Lex, Amazon Q in Connect, or similar IVR/chatbot platforms).

• Experience in regulated sectors: government/public sector, healthcare (HIPAA), or financial services.

• Background in consulting or client delivery.

• Proficient with data visualization tools (QuickSight, Tableau, Power BI).

• Knowledge of Python.

• Experience with AI tools.

• Must have current legal authorization to work in Brazil; Caylent is unable to sponsor visa or work permit applications.

🏝️ Benefits

• Complete remote work flexibility.

• Generous vacation days and flexible paid time off.

• Competitive phantom equity options.

• Coverage for exams and certifications.

• Peer-to-peer bonus awards.

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

• Equipment and office stipend available.

• Personalized professional development plan.

• Annual allowance for Learning and Development.

• Opportunity to work with an outstanding global team in a remarkable corporate culture.