Lead Remote Contact Center Transformation Analyst

Caylent; United States; Remote; USD 90,000 - 130,000; Full time

Benefits offered by this job

Pay in USD

100% remote work

Generous holidays & flexible PTO

Phantom equity

Job summary

Caylent is seeking a seasoned Business Analyst focused on contact center modernization. You will lead discovery workshops, translate business needs into BRDs and user stories, and collaborate with CXE delivery teams to drive AI-enabled, scalable solutions.

You will analyze KPIs, model data requirements, and ensure traceability from requirements to testing, while mentoring junior BAs and contributing reusable assets to Caylent’s CXE practice.

Qualifications

• 5+ years of business analysis experience in contact center or CX tech implementations.
• Experience documenting requirements, user stories, and acceptance criteria for CCaaS projects.
• Familiarity with KPIs (AHT, containment, CSAT/NPS) and CX operations.

Responsibilities

• Lead discovery workshops with client stakeholders to document current- and target-state processes.
• Map legacy contact center workflows to Amazon Connect capabilities; identify gaps and configuration options.
• Maintain traceability between requirements IDs, design decisions, and test cases.

Skills

Business analysis

CCaaS knowledge

Requirements gathering

Stakeholder management

Jira

Confluence

SQL basics

Process mapping

Tools

Jira

Confluence

Lucidchart/Visio

Excel

PowerPoint

Job description

Caylent is seeking a seasoned Business Analyst focused on contact center modernization. You will lead discovery workshops, translate business needs into BRDs and user stories, and collaborate with CXE delivery teams to drive AI-enabled, scalable solutions.

You will analyze KPIs, model data requirements, and ensure traceability from requirements to testing, while mentoring junior BAs and contributing reusable assets to Caylent’s CXE practice.