Functional Consultant – Contact Center

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

📋 Description

• Facilitate structured workshops with client stakeholders to capture current processes, pain points, and future workflow objectives.

• Convert business requirements into functional specifications, user stories, and acceptance criteria.

• Align legacy contact center processes with Amazon Connect capabilities, identifying gaps and necessary configurations or developments.

• Ensure traceability between requirements, design choices, implementation narratives, and testing scenarios.

• Conduct review and validation checkpoints prior to design and release.

• Manage changes in requirements and document their impact on schedule and budget.

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

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

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

• Document requirements for AI agents and self-service, including intents, escalation procedures, containment objectives, and compliance standards.

• Perform call listening and quality assurance evaluations of recorded voice and chat interactions.

• Analyze interactions to uncover undocumented processes, decision points, exceptional paths, and agent workarounds.

• Convert processes into AI agent scripts, call guides, decision trees, compliance language, and training or knowledge base materials.

• Evaluate calls, chats, and cases with scorecards and summarize performance trends.

• Identify root causes of self-service containment failures and suggest improvements for IVR and AI.

• Act as the primary liaison between customer stakeholders and the Caylent delivery team on a daily basis.

• Create Business Requirement Documents (BRDs), process flow diagrams, current and future state maps, and User Acceptance Testing (UAT) plans.

• Facilitate UAT, triage defects and enhancement requests, and prioritize backlog tasks.

• Support project governance through status reports, RAID logs, and materials for steering committees.

• Contribute reusable discovery templates, checklists, and process maps to the CXE practice.

• Assist in pre-sales discovery calls, Statement of Work (SOW) scoping, and estimates.

• Mentor junior Functional Consultants.

⛳️ Requirements

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

• More than 5 years of experience analyzing call center interactions as a method for process discovery to identify patterns.

• Practical knowledge of using Amazon Connect or a comparable CCaaS platform (like Genesys, Avaya, Cisco, or NICE) to find, evaluate, and analyze call center interactions.

• Proven ability to write clear functional specifications, user stories, and acceptance criteria that engineering teams can directly utilize.

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

• Strong skills in facilitating and managing stakeholder relationships; comfortable running workshops with both business and technical audiences.

• Proficiency in requirements and diagramming tools (such as Jira, Confluence, Lucidchart/Visio, Figma) and basic SQL or reporting-tool literacy.

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

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

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

• Background in consulting or client delivery.

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

• Knowledge of Python.

• Familiarity with AI tools.

• Legal authorization to work in the country where this position is based; Caylent is unable to sponsor visa or work permit applications.

🏝️ Benefits

• Fully remote work environment.

• Generous vacation policy and flexible paid time off.

• Competitive phantom equity offerings.

• Coverage for exam and certification fees.

• Peer bonus recognition program.

• Access to state-of-the-art laptop and tools.

• Equipment and office stipend provided.

• Personalized professional development plan.

• Annual stipend dedicated to Learning and Development.

• Collaborate with an exceptional global team within an outstanding corporate culture.