C

Caylent

AWS-focused cloud-native consulting and DevOps

Functional Consultant - Contact Center

Full-TimePosted on 10/14/2026
No salary listed
Senior
Remote in Brazil
Remote
Business & StrategyBusiness Analysis

About the job

Requirements
  • Five or more years of business analysis experience, including at least one year supporting contact center, CCaaS, or customer experience technology implementations.
  • Five or more years of experience analyzing call center interactions as a process-discovery methodology for identifying patterns.
  • Working knowledge of Amazon Connect or a comparable CCaaS platform such as Genesys, Avaya, Cisco, or NICE for finding, evaluating, and mining call center interactions.
  • Ability to write clear functional requirements, user stories, and acceptance criteria that engineering teams can build against.
  • Familiarity with contact center KPIs and operations concepts, including AHT, containment, CSAT/NPS, SLA, and retention.
  • Ability to facilitate workshops and manage stakeholders across business and technical audiences.
  • Proficiency with requirements and diagramming tools such as Jira, Confluence, Lucidchart, Visio, or Figma, and basic SQL or reporting-tool literacy.
  • Proficiency with Microsoft Office tools, including Excel, Word, and PowerPoint.
  • Current legal authorization to work in the country where the position is located.
Responsibilities
  • Lead structured elicitation workshops with client stakeholders in contact center operations, IT, and compliance to document current-state processes, pain points, and target-state workflows, then break requirements into ID-tagged functional requirements, user stories, and acceptance criteria before design begins.
  • Map legacy contact center processes, such as Avaya, Genesys, and NICE, to Amazon Connect capabilities; identify gaps, configuration options, and custom-development needs while favoring configuration over customization.
  • Maintain traceability linking every requirement ID to its design decision, implementing epic or story, and validating test case.
  • Run the review gate before design and the verification gate before release, ensuring every ticket entering a sprint and every story closing has a traced requirement ID.
  • Own intake of requirement changes, log their impact to the requirements traceability matrix, and communicate schedule and budget impacts to the technical project manager.
  • Run requirement walkthroughs with architects and engineers before design and with quality assurance before test design to identify ambiguity before implementation.
  • Analyze contact center KPIs, including AHT, containment rate, CSAT/NPS, and retention, to baseline performance and define measurable engagement success criteria.
  • Partner with engineering to define data models for customer profiles, cases, and the Connect analytics data lake using Glue, Athena, and QuickSight, ensuring reporting requirements are captured up front.
  • Document AI agent and self-service requirements, including call and chat intents, escalation paths, containment targets, and guardrails and compliance needs for AI-driven interactions.
  • Conduct structured call listening and quality assurance reviews of recorded voice and chat interactions; score them against compliance adherence, process accuracy, soft skills, and resolution quality criteria; and prepare QA reports and trend summaries for customer stakeholders.
  • Use call listening to discover processes by mining recorded interactions for undocumented business processes, decision points, exception paths, and agent workarounds, then codify actual agent practices into current-state process maps that validate or correct stakeholder-described workflows.
  • Translate documented business processes into structured AI agent scripts and call guides covering greetings, identity verification, decision trees, objection and exception handling, required compliance language, and closing sequences to standardize agent behavior and inform training materials, knowledge bases, and agent-assist tools such as Amazon Q in Connect.
  • Evaluate calls, chats, and cases using evaluation forms and scorecards, such as Amazon Connect Evaluations with Contact Lens, and synthesize results into performance-trend reporting for operations leadership.
  • Analyze interactions that escaped self-service to identify containment failures, misrecognized intents, missing capabilities, authentication friction, confusing prompts, or premature zero-outs; convert findings into prioritized, evidence-backed recommendations for IVR and AI improvements that measurably raise containment rates.
  • Serve as the day-to-day liaison between customer business stakeholders and the delivery team, managing scope clarifications and change requests.
  • Produce business requirements documents, process flow diagrams, current- and future-state maps, and user acceptance testing plans.
  • Facilitate user acceptance testing sessions, triage defects and enhancement requests with stakeholders, and prioritize backlog items against business value and delivery timelines.
  • Support project governance through status reporting, RAID logs, and steering committee materials for contact center modernization programs.
  • Contribute reusable discovery templates, requirement checklists, and process maps to the CXE practice.
  • Participate in pre-sales discovery calls, help scope statements of work, and provide business-analysis input on estimates for contact center engagements.
  • Mentor junior Functional Consultants on contact center domain concepts and the company's discovery methodology.
Desired Qualifications
  • Exposure to conversational AI or self-service requirements, including Amazon Lex, Amazon Q in Connect, or comparable IVR and chatbot platforms.
  • Experience in regulated verticals such as government or public sector, healthcare including HIPAA, or financial services.
  • Consulting or client-delivery background.
  • Experience with data visualization tools such as QuickSight, Tableau, or Power BI.
  • Experience with Python.
  • Experience with AI tools.

About the company

C

Caylent

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cbWebsite

Caylent is a cloud-native services company that helps organizations maximize the value of AWS-driven solutions. It guides and executes on cloud journeys, offering migration, DevOps, DevSecOps, and ongoing optimization to build, scale, and improve cloud systems. The company uses a co-delivery model, working closely with clients to deliver tailored cloud solutions and transfer knowledge so clients can manage their environments themselves. Caylent differentiates itself with deep AWS alignment (as an AWS all-in partner), a strong library of methodologies and code repositories, and a history rooted in container and microservices work (originating as the first Docker Swarm container-as-a-service platform). Its goal is to shorten time-to-value for customers by applying AWS best practices and proven processes to create scalable, secure, and well-optimized cloud environments.

Company Size

501-1,000

Company Stage

Growth Equity (Venture Capital)

Total Funding

$16.2M

Headquarters

Irvine, California

Founded

2015

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Simplify Jobs

Simplify's Take

What believers are saying

  • June 17, 2026 Caylent Accelerate cut remediation work 70% and MTTR 40%.
  • June 25, 2026 hiring Eduardo Fayh signals scaling for enterprise delivery discipline.
  • October 1, 2026 IDC named Caylent a Major Player, validating the strategy.

What critics are saying

  • AWS dependence compresses bargaining power if Amazon shifts partner priorities in 2026.
  • Enterprise consulting margins stay fragile; AI-first retooling needs constant billable utilization.
  • Existential risk: hyperscalers and better-capitalized SIs package similar AWS automation faster.

What makes Caylent unique

  • AWS-only partner with Anthropic ACE, launched April 28, 2026.
  • June 10, 2026 AWS collaboration funds agentic AI, managed services, and Amazon Connect.
  • Pronetx acquisition on April 7, 2026 extends Caylent into customer experience operations.

Help us improve and share your feedback! Did you find this helpful?

Benefits

  • Remote Work Options
  • Health Insurance
  • Company Equity
  • Long-Term Disability
  • 401(k) Company Match
  • Unlimited Paid Time Off
  • Paid Sick Leave
  • Paid Holidays
  • Parental Leave
  • Professional Development Budget
  • Performance Bonus
  • Home Office Stipend

Growth & Insights and Company News

Headcount

6 month growth

2%

1 year growth

3%

2 year growth

0%
PR Newswire
Oct 1st, 2026
Caylent positioned as a Major Player in the 2026 IDC MarketScape for Worldwide Cloud Professional Services in the AI Era.

Caylent positioned as a Major Player in the 2026 IDC MarketScape for Worldwide Cloud Professional Services in the AI Era. Oct 01, 2026, 10:02 ET Caylent recognized as a Major Player following a year of investment in agentic delivery, Anthropic consulting, and customer experience transformation. IRVINE, Calif., Oct. 1, 2026 /PRNewswire/ - Caylent, an AI-First Amazon Web Services (AWS) Premier Tier Services Partner, Anthropic Preferred Services Partner, and AWS Managed Services Provider, today announced it has been positioned as a Major Player in the IDC MarketScape: Worldwide Cloud Professional Services 2026 Vendor Assessment (Doc #US54117426, September 2026). The IDC MarketScape assessed 27 vendors, providing a quantitative and qualitative analysis of each vendor's product and service offerings, capabilities and strategies, and current and future market success factors. This evaluation is based on a comprehensive framework and set of parameters expected to be most conducive to success in providing cloud professional services in both the short term and the long term. According to the IDC MarketScape, "Caylent's dedicated Anthropic partnership and its AgentCore-based agentic engineering accelerator also position it early among boutique AWS partners building production-grade agentic solutions rather than pilot-stage AI tooling. This combination of deep engineering specialization and AWS-endorsed recognition is notable for a firm of Caylent's size, though it remains smaller in overall head count than diversified multi-hyperscaler integrators." "The cloud professional services market has moved quickly from generative AI pilots to an expectation of agentic AI in production," said Jennifer Thomson, VP Global Services Insights at IDC. "Caylent is an example of an AWS specialist building that shift into its own delivery model, with an IP-led approach and a close Anthropic partnership that clients cite as helping reduce time-to-value. For buyers centered on AWS, that makes it a credible option for agentic work." "We believe being named a Major Player among 27 vendors, most multi-cloud generalists much larger than us, is a strong outside signal that a focused, AWS-only model can compete with the largest names in the market," said Valerie Henderson, Chief Executive Officer of Caylent. "Cloud services are being rebuilt around AI; and for us, the shift isn't only in what gets delivered, it's in how. We embedded agents into our delivery system, how we scope engagements, how we build, and how we operate environments after go-live. Caylent now has 10x delivery capacity, and customers benefit from production timelines reducing from quarters to weeks. This recognition reflects that an AI-first delivery model now belongs at the center of the cloud professional services conversation." The recognition follows a year of concentrated investment across Caylent's portfolio. In April 2026, the company acquired Pronetx, an Amazon Connect and AWS-native omnichannel customer experience firm, extending Caylent's delivery model through to the customer-facing layer. That same month, Caylent launched Anthropic Consulting & Engineering (ACE), a dedicated practice built around Anthropic's Claude platform to help enterprises drive value in their AI investments. In June 2026, the company signed a multi-year Strategic Collaboration Agreement with AWS funding dedicated across agentic AI, next-generation managed services, and customer experience transformation on Amazon Connect, and launched Caylent Accelerate(TM) for Agentic Cloud Operations - an AWS-native managed services model built on Amazon Bedrock AgentCore and trained on 12 years of proprietary CloudOps data, expediting 70% of remediation work and reducing mean time to resolution by 40%. Caylent Accelerate(TM), the company's agentic delivery system, applies coordinated AI agents under expert architectural oversight across infrastructure, data, applications, and cloud operations. Customer engagements have delivered up to 75% time savings on application modernization, 60% on database modernization, and 50% on cloud migration. Since 2015, Caylent has supported more than 1,500 customers across more than 3,500 engagements with 9+ CSAT and 75+ NPS. The IDC MarketScape is a quantitative and qualitative assessment of the characteristics that explain a vendor's success in the marketplace and help anticipate that vendor's ascendancy. This IDC MarketScape covers a variety of vendors participating in the worldwide cloud professional services market and reflects the dramatic reshaping of buyer expectations driven by generative and agentic AI. IDC further examined Caylent's AI-first approach in a September 2026 Vendor Profile, Caylent: Delivering Full-Life-Cycle AWS Services Through an AI-First, Agentic Delivery Model. The profile covers Caylent's strategy, service offerings, delivery model, partnerships and differentiators, as well as future opportunities and challenges, and is part of an IDC series on global cloud professional services providers for buyers, investors and other stakeholders in the cloud services market. About IDC MarketScape IDC MarketScape vendor assessment model is designed to provide an overview of the competitive fitness of technology and service in a given market. The research methodology utilizes a rigorous scoring methodology based on both qualitative and quantitative criteria that results in a single graphical illustration of each vendor's position within a given market. IDC MarketScape provides a clear framework in which the product and service offerings, capabilities and strategies, and current and future market success factors of IT and telecommunications vendors can be meaningfully compared. The framework also provides technology buyers with a 360-degree assessment of the strengths and weaknesses of current and prospective vendors. About Caylent Since 2015, Caylent has grown alongside organizations modernizing on AWS. It is the operating partner they trust to build, run, and evolve intelligent systems at scale. As an AWS Premier Tier Services Partner, Anthropic Preferred Services Partner, and AWS Managed Services Provider, with ten Partner of the Year Awards including GenAI, Migration, and Security Consulting Partner of the Year in 2025, Caylent combines deep AWS expertise, proprietary accelerators, and an agentic delivery system to move organizations from ideas to impact, faster. Learn more at caylent.com *IDC MarketScape: Worldwide Cloud Professional Services in the AI Era 2026 Vendor Assessment (Doc #US54117426 September 2026) SOURCE Caylent

PR Newswire
Sep 9th, 2026
Caylent makes Fast Company's eighth annual list of the Best Workplaces for Innovators in Emerging Enterprise: 201-999 Employees.

Caylent makes Fast Company's eighth annual list of the Best Workplaces for Innovators in Emerging Enterprise: 201-999 Employees. Sep 09, 2026, 11:02 ET Joining honorees such as Anthropic, Chipotle, American Express, and many others IRVINE, Calif., Sept. 9, 2026 /PRNewswire/ - Fast Company has announced its eighth annual Best Workplaces for Innovators list, recognizing businesses that are creating cultures where innovation can thrive at every level. Caylent earned a spot as a winner in the Emerging Enterprise: 201-999 Employees category. Caylent's recognition reflects a year of deliberate investment in employee-led innovation. The 2026 Best Workplaces for Innovators list recognizes 100 companies across industries such as entertainment, biotech, consumer packaged goods, marketing, education, and healthcare. To be considered, applicants detailed their investment in innovation, internal programs, and company culture. Fast Company's editors evaluated each application and conducted extensive research to develop a score for each company. A distinguished panel of judges then reviewed the top-rated companies to determine the final honorees. Caylent's recognition as a Fast Company Best Workplace for Innovators reflects a commitment to innovation that predates the current AI wave. Years before generative AI reshaped professional services, Caylent's engineers noticed that the most time-consuming parts of cloud delivery (schema conversion, dependency mapping, code translation) were repetitive rather than strategic. That insight became the foundation for Caylent Accelerate(TM), the company's proprietary agentic delivery framework built on Amazon Bedrock. It has since grown into a full portfolio: Database Modernization (up to 3x faster migrations), Cloud Migration (which helped earn Caylent AWS Global Migration Partner of the Year and AWS Global GenAI Partner of the Year), Application Modernization, which uses coordinated agentic fleets to rewrite and refactor legacy applications up to 4x faster, and the newest addition, Caylent Accelerate for Agentic Cloud Operations leveraging 12 years of proprietary CloudOps intelligence to anticipate, optimize, and evolve environments. Each evolution reflects the same principle: professional services built on decades of delivery experience, continuously reimagined through new technology rather than replaced by it. That same instinct for innovation extends inward. Caylent rolled out Claude Enterprise, including Claude Code, to every employee company-wide - not just technical teams - supported by office hours, a dedicated Slack community, and a free AI fluency course. That investment is reinforced by EVO, Caylent's internal AI platform built around a proprietary Global Context Manager that lets any employee semantically search across Salesforce, Jira, Slack, Notion, Google Drive, GitHub, and AWS documentation at once, and by the Builders team, an internal product studio in the CTO organization that ships new tools nearly every week based on direct employee feedback. Together, these investments have made innovation a habit rather than an initiative; one where ideas from any corner of the company have a clear path to becoming real, adopted tools. "Everything we do at Caylent, we do so our customers can move faster," said Valerie Henderson, CEO at Caylent. "AI isn't a feature we bolted onto professional services; it's the foundation we build on. For years our teams kept hitting the same friction, so instead of accepting it, they solved it. That's how Caylent Accelerate went from an idea to how we operate. Staying dynamic and experimenting isn't optional for us; it's what lets us keep showing up better for the people we serve. This recognition tells us that bet was the right one." "The most innovative workplaces don't simply ask their employees to come up with great ideas; they create the conditions that make great ideas possible," says Brendan Vaughan, editor-in-chief of Fast Company. "This year's honorees understand that innovation is ultimately a cultural commitment that requires empowering people to think differently, take risks, and turn ideas into actions. We're proud to recognize the companies and executives who are leading by example." The Fast Company Best Workplaces for Innovators issue (Fall 2026) is available online now and will hit newsstands on September 22. About Fast Company Fast Company is the only media brand fully dedicated to the vital intersection of business, innovation, and design, engaging the most influential leaders, companies, and thinkers on the future of business. Headquartered in New York City, Fast Company is published by Mansueto Ventures LLC, along with fellow business publication Inc. For more information, please visit fastcompany.com. About Caylent Since 2015, Caylent has grown alongside organizations modernizing on AWS. It is the operating partner they trust to build, run, and evolve intelligent systems at scale. As an AWS Premier Tier Services Partner, Anthropic Preferred Services Partner, and AWS Managed Services Provider, with ten Partner of the Year Awards including GenAI, Migration, and Security Consulting Partner of the Year in 2025, Caylent combines deep AWS expertise, proprietary accelerators, and an agentic delivery system to move organizations from idea to impact, faster. Learn more at caylent.com. SOURCE Caylent

GlobeNewswire
Aug 31st, 2026
Change Agents completes Phase 2 of its Catch-Up agentic AI video studio platform; development led by Caylent with funding from Amazon Web Services grant.

Change Agents completes Phase 2 of its Catch-Up agentic AI video studio platform; development led by Caylent with funding from Amazon Web Services grant. The agentic AI video platform is designed to autonomously create and distribute short-form videos at scale for podcasters and social media influencers. FREEHOLD, N.J., Aug. 31, 2026 (GLOBE NEWSWIRE) - Change Agents Corporation (Nasdaq: CHGA) ("Change Agents" or the "Company"), a developer of agentic artificial intelligence ("AI") software solutions advancing into AI-enabled autonomous air surveillance and air defense counter-unmanned aerial systems ("C-UAS") technologies, today announced the completion of the Phase 2 development of its Catch-Up agentic AI video studio platform in collaboration with Caylent, Inc., an Amazon Web Services ("AWS") Premier Tier Services Partner. Beta testing of the enhanced platform is expected to begin in September 2026. The Phase 2 Catch-Up platform is intended to enable social media influencers, podcasters, and digital content creators to effortlessly generate personalized short-form video content across multiple platforms with minimal technical expertise. The Company plans to commence beta testing of the Catch-Up platform in September 2026 to evaluate platform performance, user experience, and scalability in efforts to advance Catch-Up toward broader commercialization. "The completion of Phase 2 represents an important milestone in the evolution of the Catch-Up platform and our broader agentic AI strategy," said Michael Mathews, Director of Change Agents Corporation. "The support of AWS and development expertise of Caylent have enabled us to transform Catch-Up from a manually configured application into what we believe is an agentic AI video studio designed to autonomously generate personalized short-form videos for content creators that publish across multiple social media platforms. Beta testing represents the next critical step as we look to validate the platform with users and advance toward commercial launch. Catch-Up is an important component of our current strategy - to build a portfolio of scalable agentic AI software platforms targeting large commercial markets, with a SaaS model designed to generate recurring subscription revenue and support scalable growth as adoption increases." About Change Agents Corporation Change Agents Corporation (Nasdaq: CHGA) is a developer of agentic artificial intelligence software solutions. The Company is expanding its strategy into AI-enabled autonomous air defense and counter-UAS technologies through its wholly owned subsidiary, Autonomous Air Defense LLC. Change Agents is evaluating technologies, strategic partnerships and acquisition opportunities intended to position the Company in markets where artificial intelligence, autonomous systems and advanced defense technologies converge. The Company's current portfolio includes Beacon, an AI Search Optimization platform, and Catch-Up, an autonomous AI-powered content creation platform. Through its scalable Software-as-a-Service (SaaS) business model, Change Agents is focused on delivering innovative AI solutions that create measurable customer value while generating recurring subscription revenue and long-term shareholder returns. The Company is seeking to expand into various high growth sectors that are expected to benefit from artificial intelligence. Change Agents is also distributing the KetoAir(TM) breathalyzer device a non-invasive consumer breathalyzer that measures ketosis levels and is sold in North America, which is registered with the U.S. Food and Drug Administration as a Class I medical device. Forward-Looking Statements Forward-looking statements are made based on our expectations and beliefs concerning future events impacting the Company and therefore involve several risks and uncertainties. You can identify these statements by the fact that they use words such as "will", "anticipate", "estimate", "expect", "should", "may", and other words and terms of similar meaning or use of future dates; however, the absence of these words or similar expressions does not mean that a statement is not forward-looking. These statements include, but are not limited to, statements regarding the Company's strategy, the formation and anticipated activities of Autonomous Air Defense LLC, the evaluation of potential acquisitions, strategic investments and partnerships, the size and growth of the counter-UAS market, and future business plans. Market data cited herein is derived from third-party sources that the Company believes to be reliable but has not independently verified. The Company has no operating history in the defense sector, and there can be no assurance that it will complete any transaction, develop or acquire any counter-UAS technology, or generate any revenue from this initiative. Actual results may differ materially from those indicated by such forward-looking statements as a result of various important factors as disclosed in our filings with the SEC, accessible through the SEC's website (http://www.sec.gov), including our most recent Annual Report on Form 10-K, Quarterly Reports on Form 10-Q, and Current Reports on Form 8-K filed or furnished with the SEC. In addition to these factors, actual future performance, outcomes, and results may differ materially because of more general factors, including (without limitation) general industry and market conditions and growth rates, economic conditions, and governmental and public policy changes. The forward-looking statements included in this press release represent the Company's views as of the date of this press release and these views could change. The Company disclaims any obligation to update forward-looking statements. These forward-looking statements should not be relied upon as representing the Company's views as of any date subsequent to the date of the press release. The contents of any website referenced in this press release are not incorporated by reference herein. Contact Information: Investor Relations: Crescendo Communications, LLC Tel: (212) 671-1020 Ext. 304 [email protected]

ChannelBuzz.ca
Aug 26th, 2026
The Buzz: ePlus buys Daymark, Cohesity expands Aspire partner program, and Exclaimer builds an MSP lane.

The Buzz: ePlus buys Daymark, Cohesity expands Aspire partner program, and Exclaimer builds an MSP lane. ePlus adds a Microsoft cloud heavyweight, Cohesity restructures partner incentives around AI and services, and Exclaimer launches a consumption-based MSP program. * ePlus acquires Daymark Solutions: The solution provider bought the Boston-area Microsoft cloud partner for roughly $36 million, adding Azure, Microsoft 365, and security capabilities. Daymark ranked No. 41 on CRN's 2026 Solution Provider 500. ePlus says the deal is the latest in a string of about 30 acquisitions and significantly expands its Northeast footprint. * Cohesity expands Aspire Global Partner Program: The data security vendor has added new partner specializations in AI data security, cloud services, and backup and recovery, along with broader rebates and simplified training. Cohesity says the updated program, which took effect Aug. 1, 2026, rewards partner teaming and services expertise. * Exclaimer launches MSP Connect for managed service providers: The new global program offers consumption-based billing, self-service provisioning, NFR licensing, and PSA integrations with ConnectWise, HaloPSA, and Kaseya BMS. Exclaimer says the program is designed to remove billing and management friction for MSPs selling email signature management as a compliance and brand-consistency layer. * IBM Consulting deploys thousands of AI agents: IBM says it has rolled out thousands of AI agents across enterprise security projects, productizing agentic AI for cybersecurity use cases. * CrowdStrike warns frontier AI demands "greatest mobilization" ever: Chief business officer Daniel Bernard told CRN that AI-accelerated threats require what he calls cybersecurity's greatest mobilization, outlining how the company is positioning partners to defend against frontier AI risks. * CRN publishes 2026 Fast Growth 150: The annual list ranks solution providers by two-year growth rate. Caylent, EchoStor, and Park Place Technologies are among the top 25 fastest-growing companies. * ChannelPro names Top 20 MSPs for 2026: The annual list highlights what the publication calls "bold, relentlessly innovative leaders" in the managed services space. * Kaseya embeds agentic AI into MSP service delivery: The IT management platform vendor is bringing autonomous AI agents into its core MSP tools, according to an Aug. 24 report. Audio Player Read Full Transcript

PR Newswire
Jun 25th, 2026
Caylent appoints Eduardo Fayh as president and COO to scale AI-first enterprise services

Caylent, an AWS Premier Tier Services Partner and Anthropic Preferred Services Partner, has appointed Eduardo Fayh as President and Chief Operating Officer. Fayh will focus on operationalising Caylent's AI-first services model and scaling the company to serve more enterprise customers. Fayh brings over 25 years of experience in technology and consulting leadership. He spent 13 years at Thoughtworks, overseeing a $300 million business, and most recently served as VP of Delivery at Globant. He will report to CEO Valerie Henderson and lead Service Delivery, Operations and Managed Services teams. The appointment aims to build the infrastructure needed to scale Caylent's delivery capabilities whilst maintaining quality, leveraging partnerships with AWS and Anthropic for enterprise growth.