Business Analyst
Core
Business Analyst leading discovery workshops and translating business requirements into functional specifications for Amazon Connect contact center modernization projects.
Role type
Senior Business Analyst (Contact Center Modernization)
Builds
Amazon Connect implementations, AI agent scripts, and self-service containment solutions
Domain
Cloud Contact Centers (CCaaS) and Generative AI
Required skills
Business Analysis, Requirements Elicitation, Process Mapping, Call Quality Analysis, Stakeholder Management, UAT Facilitation, Data Modeling, AI Scripting, Change Management
Preferred skills
Conversational AI (Amazon Lex/Q), Regulated Industry Experience, Consulting Background, Data Visualization, Python, AI Tools
Technologies
Amazon Connect, Jira, Confluence, Lucidchart, Visio, Figma, SQL, QuickSight, Tableau, Power BI, Amazon Q, Contact Lens
Responsibilities
Lead structured elicitation workshops to document current-state processes and target-state workflows; Map legacy contact center processes to Amazon Connect capabilities; Maintain traceability matrices linking requirements to designs and test cases; Analyze contact center KPIs and call/chat interactions to root-cause containment failures; Translate documented processes into structured AI agent scripts and call guides; Facilitate UAT sessions and manage scope changes; Mentor junior business analysts.
Seniority
Senior, hands-on IC
