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…