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 agile 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 creative 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
Robust communication with C-suite and stakeholders Drive meaningful change and enhance service offerings at Caylent.

📌 Director Of Contact Center Solutions At Caylent Winnipeg (Canada)
🏢 Socket.dev
📍 Canada