Director of Contact Center Transformation & Business Solutions

Caylent is an AI-first cloud services company that helps organizations turn ambitious ideas into meaningful business impact. As an AWS Premier Tier Services Partner and a charter member of Anthropic’s Claude Partner Network, we combine deep expertise in AWS, artificial intelligence, and Anthropic’s Claude platform to help customers modernize their technology, build intelligent products, and move AI from experimentation into production. Our capabilities span generative and agentic AI, cloud migration and modernization, cloud-native application development, data and analytics, DevOps, managed services, security and compliance, and customer experience transformation. At Caylent, our people always come first. We are a fully remote global company with employees in Canada, the United States and Latin America. We celebrate the culture of each of our team members and foster a community of technological curiosity. Come talk to us to learn more about what it means to be a Caylien! The Mission The Head of Contact Center Transformation & Business Solutions leads the functional and business analysis strategy across Caylent's Amazon Connect and CCaaS transformation engagements. They set the functional point of view for strategic, multi-market migration programs, translate customer business objectives into requirements and solution designs, and lead a team of Business Systems Analysts (BSAs) to ensure delivery stays aligned to business goals and Caylent best practices. This role is part of Caylent's broader customer-centric delivery team, working closely with CXE program and project management and partnering with delivery counterparts across engineering, QA, and account leadership to deliver a seamless customer experience. Your Assignment Business & Functional Requirements Leadership Lead functional requirements workshops with customer contact center operations, workforce management, and quality teams; assess current-state CCaaS infrastructure (Avaya, Genesys, NICE) and define the target-state Amazon Connect migration approach across IVR, chat, and workforce management. Author functional specifications, contact flow designs, and Business Requirement Documents (BRDs) that translate business needs into requirements engineering teams can build against. Partner with engineering and QA teams to validate that Amazon Connect flows, Amazon Lex intents, Contact Lens configuration, and integrations meet approved functional designs; troubleshoot and resolve discrepancies ahead of UAT. Advise customers on Amazon Connect AI capabilities (Amazon Q in Connect, Bedrock-powered self-service, GenAI agent assist) as part of the broader contact center roadmap. Migration & Program Delivery Own end-to-end functional delivery across multi-market, multi-wave CCaaS migrations, including phased cutover planning, rollback criteria, and go-live readiness. Facilitate UAT between customer business stakeholders and technical delivery teams: writing test scenarios, triaging defects, and driving open items to closure. Track program KPIs (agent productivity, CSAT, containment, system uptime) and coordinate resourcing and forecasting across workstreams. Document agent-facing scripts, call-handling procedures, and configuration standards to support consistent execution across markets and specialty groups. Collaborate closely with CXE program and project management to align delivery timelines, dependencies, and risk across workstreams, coordinating with delivery partners such as engineering, QA, and account leads to keep execution on track. Team Leadership & Practice Contribution Lead and mentor a team of Business Systems Analysts (BSAs), setting functional analysis standards and reviewing deliverables for quality and consistency. Build reusable functional design templates, requirements frameworks, and delivery playbooks that raise consistency and reduce rework across engagements. Serve as a thought leader on contact center and CCaaS transformation, shaping Caylent's point of view and sharing it with customer stakeholders and executive sponsors. Support pre-sales through discovery, solution shaping, and scoping input for statements of work. Stakeholder & Executive Advisory Serve as the primary functional point of contact for customer business and operations leadership, translating strategic objectives into program requirements. Present roadmap recommendations and program status to customer executives and internal Caylent leadership. Align closely with account leadership on customer relationship health, expansion opportunities, and delivery risk, ensuring the functional point of view is represented in broader account strategy. Drive risk management and governance across strategic projects, identifying issues early and steering cross-functional teams through resolution. Your Qualifications 10+ years of experience in business/functional consulting, including experience supporting Amazon Connect or comparable CCaaS platform (Avaya, Genesys, NICE) transformation and migration programs at enterprise scale. Proven track record leading functional requirements workshops, authoring BRDs and functional specifications, and translating business needs into contact flow and configuration designs. Experience managing multi-market, multi-wave migration programs, including UAT facilitation, defect triage, and go-live/cutover coordination. Working knowledge of Amazon Connect capabilities (contact flows, routing, Contact Lens, Amazon Lex, Amazon Connect Cases) sufficient to translate business requirements into technical scope and validate delivered solutions. Familiarity with conversational and generative AI concepts (Amazon Bedrock, Amazon Q in Connect) and their application to self-service and agent-assist use cases. Demonstrated experience leading and mentoring a team of business analysts or functional consultants. Strong executive presence, able to advise C-suite and senior operations stakeholders and represent a clear point of view on contact center transformation. Experience with program governance, KPI tracking, and cross-functional risk management. MBA or equivalent advanced degree. Preferred Qualifications Domain experience in healthcare payers/Medicaid, banking, or utilities, or other regulated enterprise environments. Experience shaping self-service and chatbot transformation strategy. Consulting or professional services delivery background (e.g., global systems integrator or Big 4). AWS certifications or Amazon Connect-specific credentials. Experience building reusable delivery frameworks, templates, or governance models used across multiple programs. Benefits 100% remote work Equitable Life - Hybrid Plan 100% Premium Coverage for the employee and dependents Competitive phantom equity Long-Term Disability 4% Pension match (employer contribution) Unlimited Vacations Sick Leave Paid Holidays Parental Leave Paid for exams and certifications Peer bonus awards State of the art laptop and tools Equipment & Office Stipend Individual professional development plan Annual stipend for Learning and Development Work with an amazing worldwide team and in an incredible corporate culture Base Salary Range : The expected base salary range for this position is $212.000 - $256.000 per year, commensurate with experience and qualifications. Additional Compensation Components : In addition to the base salary, the compensation package may include bonuses, commissions, equity, and other incentives. The specific components will vary depending on the role and individual and/or company performance. NOTE: We’re unable to provide visa sponsorship now or at any time in the future. At Caylent, we are committed to fair, transparent, and inclusive hiring practices. As part of our recruitment process, we may use artificial intelligence (AI) tools or automated systems to assist with the screening and evaluation of applications to help match candidate qualifications with job requirements. These tools are designed to support — not replace — human decision-making. Final hiring decisions are always made by our trained recruitment professionals. If an AI or automated tool is used during your application process, it will only be in accordance with applicable laws and regulations, and your information will be handled in a secure and confidential manner. If you have any questions, please contact [email protected] Caylent is a place where everyone belongs . We celebrate diversity and are committed to creating an inclusive environment for all employees. Our approach helps us to build a winning team that represents a variety of backgrounds, perspectives, and abilities. So, regardless of how your diversity expresses itself, you can find a home here at Caylent. We are proud to be an equal opportunity employer. We prohibit discrimination and harassment of any kind based on race, color, religion, national origin, sex (including pregnancy), sexual orientation, gender identity, gender expression, age, veteran status, genetic information, disability, or other applicable legally protected characteristics. If you would like to request an accommodation due to a disability, please contact us at [email protected].