Transform customer engagement as the Director of Contact Center Solutions at Caylent. Harness your skills in functional analysis and program delivery to oversee AI-driven projects and optimize customer experiences.

In this prominent role, you will lead a dynamic team while driving the execution of Amazon Connect migrations and contact center enhancements. Your experience in CCaaS technologies such as Avaya and Genesys will be crucial in designing functional requirements that align with strategic business needs. Collaborating closely with engineering and operations teams, you will ensure successful implementation and delivery of cutting-edge customer solutions.

Key Responsibilities:
• Conduct functional requirement workshops with teams
• Develop BRDs and functional specs to guide implementation




• Collaborate with engineering on solution validation
• Facilitate customer UAT and defect resolution processes
• Mentor a team of analysts to uphold higher standards

Requirements:
• Minimum 10 years in consulting or business analysis
• Familiarity with CCaaS platforms like Amazon Connect
• Experience managing extensive migration and transformation projects
• Knowledge of AI applications in customer service
• Strong communication with C-suite and stakeholders

Drive meaningful change and enhance service offerings at Caylent.
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📌 Director of Contact Center Solutions at Caylent (Quebec City)
🏢 Socket.dev
📍 Quebec City