Lead transformation and drive AI solutions as the Head of Contact Center Transformation at Caylent. Leverage your expertise in Amazon Connect to shape strategic migration programs and enhance customer experience across multiple markets. As a key leader in Caylent's customer-centric team, you will guide Business Systems Analysts in crafting functional requirements and ensuring delivery aligns with business objectives.

This role requires proficiency in CCaaS platforms like Avaya, Genesys, or NICE, along with experience in managing complex migration programs. You will play a pivotal role in advising customers on AI capabilities and leading stakeholder engagement to translate strategic goals into practical solutions. Key Responsibilities:

- Lead functional workshops and assess current CCaaS infrastructure




- Author functional specifications and BRDs for engineering teams
- Validate Amazon Connect implementations and resolve discrepancies
- Advise on AI integration in contact center roadmaps
- Ensure seamless UAT coordination between stakeholders and technical teams

Requirements:

- 10+ years in business/functional consulting
- Experience with Amazon Connect or similar platforms
- Proven track record in multi-wave migration programs
- Solid understanding of AI concepts and their applications
- Excellent executive presence and stakeholder engagement skills

Elevate customer experience through innovative contact center solutions with Caylent.

📌 Head of Contact Center Transformation at Caylent (Montreal)
🏢 Socket.dev
📍 Montreal