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 teamsRequirements:
10+ years in business/functional consulting
Experience with Amazon Connect or similar platforms
Proven track record in multi-wave migration programs
Robust understanding of AI concepts and their applications
Excellent executive presence and stakeholder engagement skillsElevate customer experience through cutting-edge contact center solutions with Caylent.#J-18808-Ljbffr

📌 Head Of Contact Center Transformation At Caylent Quebec City (Canada)
🏢 Socket.dev
📍 Canada