Director of Contact Center Transformation & Business Solutions

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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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.