Direct impactful contact center strategies as the Director of Contact Center Strategy at Caylent. Utilize your experience to manage complex migration programs and lead teams in driving AI solutions for enhanced customer engagement.

Your expertise in functional analysis and CCaaS platforms will ensure the successful execution of transformational projects at Caylent. You will lead Business Systems Analysts to define business needs and translate them into effective solutions while collaborating closely with technical teams for alignment. This role also includes advising stakeholders on emerging AI capabilities and ensuring projects meet business goals.

Key Responsibilities:
• Lead workshops to assess and define CCaaS requirements
• Create functional documents and specifications for delivery




• Validate installations of Amazon Connect against requirements
• Guide customer selection of AI capabilities for support
• Oversee seamless UAT and defect resolution efforts

Requirements:
• 10+ years’ experience in functional consulting or engineering
• Proven success in handling Amazon Connect or similar systems
• Robust capability to manage complex multi-market programs
• Understanding of generative AI applications in customer service
• Executive presence to engage with senior leadership

Shape the future of customer interactions with Caylent’s innovative solutions.
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📌 Caylent Director of Contact Center Strategy (Manitoba)
🏢 Socket.dev
📍 Manitoba