Functional Consultant - Contact Center
C
CaylentContact center
Location: MEXICOFull-TimeSenior
Salary not disclosed
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Job Details
- Experience
- 5+ years of business analysis experience, including 1+ years supporting contact center, CCaaS, or customer experience technology implementations; 5+ years experience in analyzing call center interactions as a process discovery methodology for mining patterns in call center interactions.
- Required Skills
- Business AnalysisJiraMicrosoft OfficeConfluence
Requirements
- 5+ years of business analysis experience, including 1+ years supporting contact center, CCaaS, or customer experience technology implementations.
- 5+ years of experience analyzing call center interactions as a process discovery methodology.
- Working knowledge of Amazon Connect or a comparable CCaaS platform such as Genesys, Avaya, Cisco, or NICE.
- Ability to write clear functional requirements, user stories, and acceptance criteria for engineering teams.
- Familiarity with contact center KPIs and operations concepts, including AHT, containment, CSAT/NPS, SLA, and retention.
- Experience facilitating workshops and managing stakeholders across business and technical audiences.
- Proficiency with requirements and diagramming tools such as Jira, Confluence, Lucidchart, Visio, or Figma.
- Basic SQL or reporting-tool literacy and proficiency with Microsoft Excel, Word, and PowerPoint.
- Preferred: exposure to conversational AI or self-service platforms such as Amazon Lex or Amazon Q in Connect.
- Preferred: experience in regulated sectors, consulting or client delivery, data visualization tools, Python, or AI tools.
Responsibilities
- Lead stakeholder workshops to document current-state processes, pain points, target workflows, and functional requirements.
- Map legacy contact center processes and platforms to Amazon Connect capabilities, identifying gaps and configuration needs.
- Maintain traceability between requirements, design decisions, implementation stories, and test cases.
- Analyze contact center KPIs and recorded voice and chat interactions to identify process patterns and quality trends.
- Document AI agent and self-service requirements, including intents, escalation paths, containment targets, and guardrails.
- Translate business processes into AI agent scripts, call guides, process maps, and improvement recommendations.
- Produce BRDs, process diagrams, current- and future-state maps, and UAT test plans.
- Facilitate UAT, triage defects and change requests, and prioritize backlog items with stakeholders.
- Support project governance, pre-sales discovery, and reusable practice assets; mentor junior Functional Consultants.
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