Functional Consultant - Contact Center

Role overview

Lead functional discovery and requirements work for contact center modernization projects using Amazon Connect. You’ll connect customer operations and technical delivery teams, turning stakeholder input and real voice and chat interactions into clear requirements, process flows, AI interaction guidance, and testable outcomes.

Responsibilities

- Facilitate discovery workshops with business, operations, IT, and compliance stakeholders; document current processes, desired workflows, and pain points. - Translate findings into functional requirements, user stories, and acceptance criteria, maintaining traceability from each requirement through design, implementation, and testing. - Map legacy contact center processes to Amazon Connect capabilities, identify gaps, and clarify where configuration or custom development is needed. - Analyze contact center measures such as handle time, containment, customer satisfaction, and retention to establish baselines and success criteria. - Review recorded calls and chats to assess quality and uncover real workflows, exceptions, and agent workarounds; turn findings into process maps, reports, scripts, and self-service guidance. - Coordinate requirement changes and impact tracking, lead reviews with architecture, engineering, and QA, and facilitate user acceptance testing.

Requirements

- Strong experience in business analysis, requirements gathering, and process documentation for contact center or customer experience work. - Knowledge of contact center operations and measures such as AHT, containment, CSAT/NPS, SLA, or retention. - Ability to facilitate workshops and manage stakeholders across business and technical teams. - Experience with requirements and diagramming tools such as Jira, Confluence, Lucidchart, Visio, or Figma. - Working knowledge of Excel, Word, and PowerPoint, plus basic SQL or reporting literacy.

Nice to have

- Exposure to conversational AI or self-service platforms, including Amazon Lex, Amazon Q in Connect, or similar tools. - Experience in regulated sectors such as government, healthcare, or financial services; consulting or client delivery experience. - Familiarity with QuickSight, Tableau, Power BI, Python, or AI tools.

Benefits and work setup

- Fully remote work, pay in USD, flexible paid time off, and holidays. - Professional development support, including certification exam costs, learning stipends, and an individual development plan; equipment and office stipend, laptop and tools, peer awards, and phantom equity. - Applicants must already be authorized to work in the country where the role is based; visa or work permit sponsorship is unavailable.