{"id":2532168,"url":"https://alion.io/job/caylent-business-analyst-2","title":"Functional Consultant - Contact Center","company":{"id":179376,"name":"Caylent","domain":"caylent.com","url":"https://alion.io/company/caylent","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"A","score":89,"open_postings":43,"ghost_share":0,"stale_share":0.442,"repost_share":0,"time_to_fill_p50_days":53,"computed_at":"2026-10-21T05:46:15Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":["MX"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":38000,"max_usd":90000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":1380},"experience_years_min":5,"visa_sponsorship":true,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AI Agents","optional":false},{"name":"Anthropic","optional":false},{"name":"AWS","optional":false},{"name":"Claude","optional":false},{"name":"Confluence","optional":false},{"name":"Figma","optional":false},{"name":"Jira","optional":false},{"name":"LLM Guardrails","optional":false},{"name":"Microsoft Office","optional":false},{"name":"SLI/SLO/SLA","optional":false},{"name":"SQL","optional":false},{"name":"HIPAA","optional":true},{"name":"Power BI","optional":true},{"name":"Python","optional":true},{"name":"Tableau","optional":true}],"status":"live","first_seen_at":"2026-08-10T14:18:02Z","employer_posted_date":"2026-10-15","last_verified_at":"2026-10-21T04:16:05Z","board_verified":true,"closed_at":null,"days_open":71,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":71},"description":"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.\nOur 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.\nWe 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!\nThe Mission\nThis role is a Functional Consultant - Contact Center focused on contact center modernization, responsible for leading discovery workshops with customer stakeholders and translating business requirements into functional specifications, user stories, and acceptance criteria for Amazon Connect implementations. They use call listening and interaction analysis as a core discovery method, mining recorded voice and chat data to surface undocumented processes, score quality, and root-cause self-service containment failures, then convert those findings into AI agent scripts, process maps, and prioritized improvement recommendations. Serving as the primary liaison between customer stakeholders and Caylent's delivery team, they own BRDs, traceability matrices, and UAT facilitation while also mentoring junior BAs and contributing reusable discovery assets to strengthen the CXE practice.\nRequirements & Discovery\nLeads structured elicitation workshops with client stakeholders (contact center operations, IT, compliance) to document current-state processes, pain points, and target-state workflows, then breaks business requirements into discrete, ID-tagged functional requirements, user stories, and acceptance criteria before design work is scheduled.\nMaps legacy contact center processes (e.g. Avaya, Genesys, NICE) to Amazon Connect capabilities, identifying gaps, configuration options, and where custom development is required - favoring configuration over customization.\nBuilds and maintains the live link between every requirement ID, the design decision addressing it, the epic/story implementing it, and the test case validating it.\nRuns the review gate before design starts and the verification gate before release (i.e. no ticket enters a sprint, and no story closes, without a traced requirement ID)\nOwns the intake of requirement changes, logs impact to the RTM, and hands schedule/budget impact to the technical PM rather than letting scope drift silently..\nRuns requirement walkthroughs with architects and engineers before design starts, and with QA before test design - catching ambiguity before it becomes code.\nProcess & Data Analysis\nAnalyze contact center KPIs (AHT, containment rate, CSAT/NPS, Retention) to baseline current performance and define measurable success criteria for engagements\nPartner with engineering to define data models for Customer Profiles, Cases, and the Connect analytics data lake (Glue, Athena, QuickSight), ensuring reporting requirements are captured up front\nDocument AI agent and self-service requirements: call/chat intents, escalation paths, containment targets, and guardrail/compliance needs for AI-driven interactions\nCall Quality & Interaction Analysis\nConduct structured call listening and quality assurance reviews across recorded voice and chat interactions, scoring them against defined quality criteria - compliance adherence, process accuracy, soft skills, and resolution quality and packaging findings into QA reports and trend summaries for customer stakeholders\nUse call listening as a process-discovery method: mine recorded interactions to surface undocumented business processes, decision points, exception paths, and agent workarounds, then codify what agents actually do into current-state process maps that validate or correct stakeholder-described workflows\nTranslate documented business processes into structured AI agent scripts and call guides, greetings, identity verification, decision trees, objection and exception handling, required compliance language, and closing sequences that standardize agent behavior and feed training materials, knowledge bases, and agent-assist tooling (e.g., Amazon Q in Connect)\nPerform formal evaluations of calls, chats, and cases using evaluation forms and scorecards (e.g., Amazon Connect Evaluations with Contact Lens), and synthesize results into performance-trend reporting for operations leadership\nAnalyze interactions that escaped self-service to root-cause containment failures, misrecognized intents, missing self-service capabilities, authentication friction, confusing prompts, or premature zero-outs and convert findings into prioritized, evidence-backed recommendations for IVR and AI improvements that measurably raise containment rates\nStakeholder Collaboration & Documentation\nServe as the day-to-day liaison between customer business stakeholders and the Caylent delivery team, managing scope clarifications and change requests\nProduce clear, well-organized documentation: business requirements documents (BRDs), process flow diagrams, current/future-state maps, and UAT test plans\nFacilitate UAT sessions, triage defects and enhancement requests with stakeholders, and prioritize backlog items against business value and delivery timelines\nSupport project governance: status reporting, RAID logs, and steering committee materials for contact center modernization programs\nPractice Contribution\nContribute reusable discovery templates, requirement checklists, and process maps back to the CXE practice so future engagements start further ahead\nSupport pre-sales: participate in discovery calls, help scope SOWs, and provide business-analysis input on estimates for contact center engagements\nMentor junior Functional Consultants on contact center domain concepts and Caylent's discovery methodology\nYour Qualifications\n5+ years of business analysis experience, including 1+ years supporting contact center, CCaaS, or customer experience technology implementations\n5+ years experience in analyzing call center interactions as a process discovery methodology for mining patterns in call center interactions.\nWorking knowledge of using Amazon Connect or a comparable CCaaS platform (Genesys, Avaya, Cisco, NICE) for finding, evaluating, and mining call center interactions.\nDemonstrated ability to write clear functional requirements, user stories, and acceptance criteria that engineering teams can build directly against\nFamiliarity with contact center KPIs and operations concepts (AHT, containment, CSAT/NPS, SLA, Retention)\nStrong facilitation and stakeholder management skills; comfortable running workshops with both business and technical audiences\nProficiency with requirements and diagramming tools (i.e. Jira, Confluence, Lucidchart/Visio, Figma) and basic SQL or reporting-tool literacy\nProficiency with Microsoft Office tools (Excel, Word, Powerpoint)\nPreferred Qualifications\nExposure to conversational AI / self-service requirements (Amazon Lex, Amazon Q in Connect, or comparable IVR/chatbot platforms)\nExperience in regulated verticals: government/public sector, healthcare (HIPAA), or financial services\nConsulting or client-delivery background\nExperience with data visualization tools (QuickSight, Tableau, Power BI)\nExperience in Python\nExperience with AI tools\nBenefits\n100% remote work\nGenerous holidays and flexible PTO\nCompetitive phantom equity\nPaid for exams and certifications\nPeer bonus awards\nState of the art laptop and tools\nEquipment & Office Stipend\nIndividual professional development plan\nAnnual stipend for Learning and Development\nWork with an amazing worldwide team and in an incredible corporate culture\n NOTE: This position requires current legal authorization to work in the country where this position is located. Caylent is not able to sponsor visa or work permit applications at this time.\nAt 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.\nThese tools are designed to support - not replace - human decision-making. Final hiring decisions are always made by our trained recruitment professionals.\nIf 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.\nIf you have any questions, please contact  \nCaylent 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. \nWe 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 .","description_format":"text","description_chars":9894,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Equity","Professional development"],"hiring_locations":[{"name":"Mexico","iso":"MX","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Cloud Consulting & Migration"],"lifecycle":[{"event":"open","at":"2026-10-14T13:05:48Z"}],"visa":[],"liveness":{"score":34,"band":"fade","label":"Fading","p_open":1,"p_active":0.783,"p_room":0.44,"age_days":71,"expected_fill_days":53,"reasons":["conf:1","wave","velocity","win:tail","crowd:"],"computed_at":"2026-10-21T05:46:15Z"},"pay":null,"html_url":"https://alion.io/job/caylent-business-analyst-2","json_url":"https://alion.io/job/caylent-business-analyst-2.json","meta":{"generated_at":"2026-10-21T06:53:36Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":9740,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-22T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":179376},"rest":"https://alion.io/mcp/rest/get_company?id=179376"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fcaylent-business-analyst-2"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fcaylent-business-analyst-2"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fcaylent-business-analyst-2"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/caylent-business-analyst-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fcaylent-business-analyst-2"}]}