Remote Functional Consultant, Contact Center & AI

Jobicy; United States; Remote; USD 120,000 - 180,000; Full time

Benefits offered by this job

100% remote work

Generous holidays and flexible PTO

phantom equity

Paid for exams and certifications

Learning stipend

Job summary

Caylent, a remote-first AI and cloud services company, is seeking a Functional Consultant – Contact Center to lead discovery workshops, translate business requirements into BRDs, user stories, and acceptance criteria for Amazon Connect implementations.

You will map legacy contact center processes, define data models, and own end-to-end traceability from requirements to test cases while mentoring junior consultants and contributing reusable assets to the CXE practice.

Qualifications

• 5+ years of business analysis experience, including CCaaS implementations.
• Experience mapping legacy contact center processes to Amazon Connect.
• Ability to write clear functional requirements, user stories, and acceptance criteria.
• Familiarity with contact center KPIs (AHT, CSAT, NPS, containment).
• Proficiency with requirements and diagramming tools (Jira, Confluence, Lucidchart/Visio) and MS Office.

Responsibilities

• Lead structured elicitation workshops with client stakeholders to document current-state processes and target-state workflows.
• Translate business requirements into functional requirements, user stories, and acceptance criteria before design work.
• Map legacy CC processes to Amazon Connect capabilities and identify gaps and configurations.
• Maintain traceability between requirement IDs, design decisions, and test cases; manage intake changes.
• Mentor junior consultants and contribute reusable discovery assets to the CXE practice.

Skills

Business Analysis

Facilitation

Stakeholder Management

Requirements Writing

SQL/Reporting

Tools

Amazon Connect

Jira

Confluence

Lucidchart/Visio

Figma

Excel/Power BI

Job description

Caylent, a remote-first AI and cloud services company, is seeking a Functional Consultant – Contact Center to lead discovery workshops, translate business requirements into BRDs, user stories, and acceptance criteria for Amazon Connect implementations.

You will map legacy contact center processes, define data models, and own end-to-end traceability from requirements to test cases while mentoring junior consultants and contributing reusable assets to the CXE practice.