Remote CX/CCaaS Functional Consultant (AI-Driven)

Caylent; Oregon; Hybrid; USD 110,000 - 150,000; Full time

Benefits offered by this job

Remote work

Generous holidays and flexible PTO

Phantom equity

Certifications paid

Peer bonus awards

Laptop & tools

Equipment stipend

Professional development plan

Learning & Development stipend

Global team culture

Job summary

Caylent is seeking a Functional Consultant focused on contact center modernization. You will lead discovery, translate business needs into functional specs, and guide Amazon Connect implementations.

You will mentor junior analysts and ensure robust traceability from requirements to tests. As a fully remote, global team, Caylent values structured discovery, data-driven improvements, and clear stakeholder collaboration across CXE practice.

Qualifications

• 5+ years of business analysis experience including CCaaS deployments
• 5+ years analyzing call center interactions for process discovery
• Working knowledge of Amazon Connect or comparable CCaaS platforms
• Ability to write clear functional requirements, user stories, and acceptance criteria
• Familiarity with contact center KPIs and operations concepts (AHT, containment, CSAT/NPS, SLA, Retention)
• Strong facilitation and stakeholder management skills; comfortable running workshops
• Proficiency with Jira, Confluence, Lucidchart/Visio, SQL basics
• Proficiency with Microsoft Office tools (Excel, Word, PowerPoint)

Responsibilities

• Lead structured elicitation workshops with client stakeholders to document current-state processes and target-state workflows.
• Map legacy contact center processes to Amazon Connect capabilities and identify gaps.
• Maintain live traceability between requirement IDs, design decisions, epics/stories, and test cases.
• Run review and verification gates before design and before release; ensure tracing of requirements.
• Own intake of requirement changes and communicate impacts to the technical PM.
• Collaborate with architects, engineers, and QA to ensure clarity before design and testing.
• Translate documented business processes into structured AI agent scripts and call guides for training materials.

Skills

Business analysis

Workshop facilitation

CCaaS knowledge

Requirements writing

KPIs & operations

Stakeholder management

Jira/Confluence/Lucidchart

MS Office

Conversational AI exposure

Data visualization (BI)

Python / AI tools

Tools

Jira

Confluence

Lucidchart/Visio

Figma

SQL

Excel/Office

Job description

Caylent is seeking a Functional Consultant focused on contact center modernization. You will lead discovery, translate business needs into functional specs, and guide Amazon Connect implementations.

You will mentor junior analysts and ensure robust traceability from requirements to tests. As a fully remote, global team, Caylent values structured discovery, data-driven improvements, and clear stakeholder collaboration across CXE practice.