Director of Contact Center Transformation & Business Solutions

📋 Description

• The Head of Contact Center Transformation & Business Solutions leads strategy across Caylent's
• Translate customer objectives into requirements and designs; lead BSAs to align delivery with
• Collaborate with CXE, engineering, QA, and account leadership to deliver seamless customer

🎯 Requirements

• 10+ years in business/functional consulting with CCaaS experience (Amazon Connect, Avaya, Genesys
• Proven leadership in requirements workshops, BRDs, and functional specs.
• Experience managing multi-market CCaaS migrations, including UAT and go-live coordination.
• Working knowledge of Amazon Connect capabilities (contact flows, routing, Contact Lens, Lex, Cases).
• Familiarity with AI concepts (Amazon Bedrock, Q in Connect) for self-service and agent-assist use
• Experience mentoring BSAs/functional consultants; strong executive presence for C-suite

🎁 Benefits