Location: REMOTE / Toronto, Ontario This job allows you to work remotely. Our client is a leading technology solutions provider with over 600 professionals across 14 offices in North America. At the forefront of innovation, they deliver cutting‑edge solutions rooted in integrity, accountability, and technical excellence. Their employees serve as ambassadors, ensuring partners receive world‑class service through transformative communication technologies. We are seeking a Functional Associate to support contact center modernization and Agentic AI initiatives within our Amazon Connect practice. This role is ideal for a detail‑oriented professional who excels at bridging the gap between business needs and technical delivery. You will contribute to the creation of delivery‑ready functional artifacts, working closely with Business Analysts and Functional Leads to document requirements and map out seamless customer and agent journeys. This is an excellent opportunity to grow within the CCaaS (Contact Center as a Service) and AI space while delivering high‑value solutions for enterprise clients. Must Have Skills Requirements & Documentation: Assist in gathering and documenting functional requirements, ensuring they are clear, concise, and ready for technical execution. Journey Mapping: Contribute to the design and visualization of customer and agent journeys, focusing on optimizing the user experience within Amazon Connect. Functional Analysis: Support the analysis of current‑state contact center processes and help identify opportunities for modernization and AI integration. Artifact Creation: Develop and maintain functional artifacts such as user stories, process flow diagrams, and IVR/IVA documentation. Cross‑Team Collaboration: Work synchronously with Functional Leads, architects, and delivery teams to ensure business objectives are accurately reflected in the final solution. Amazon Connect Exposure: Fundamental understanding of Amazon Connect or similar CCaaS platforms. Functional Documentation: Experience writing clear functional specifications, user stories, or business requirement documents (BRDs). Analytical Thinking: Ability to break down complex business problems into logical, manageable functional components. Collaborative Mindset: Strong interpersonal skills with the ability to work effectively alongside Business Analysts and technical developers. Visual Mapping: Basic proficiency in tools used for journey mapping or process flow diagrams (e.g., Lucidchart, Visio, or Miro). Agile Familiarity: Understanding of Agile methodologies and experience using tools like Jira or Azure DevOps (ADO) to track tasks and requirements. Special Perks This position is 100% remote. #J-18808-Ljbffr