Business Analyst (Amazon Connect)
4 days ago
The Business Analyst will play a pivotal role in the successful design, implementation, and optimization of an Amazon Connect Contact Center solution...
The Business Analyst will play a pivotal role in the successful design, implementation, and optimization of an Amazon Connect Contact Center solution.
This individual will collaborate with cross-functional teams to gather requirements, analyze processes, and ensure the deployment aligns with business goals. The ideal candidate will have experience in contact center technologies, customer experience enhancement, and an understanding of Amazon services.
Key Responsibilities
Requirement Gathering and Analysis:
- Work closely with stakeholders to understand business needs and translate them into functional requirements for the contact center.
- Conduct gap analysis to identify areas of improvement in existing processes and systems.
Solution Design:
- Successful implementation and adoption of the Amazon Connect Contact Center.
- Collaborate with technical teams to design and configure Amazon Connect solutions that meet business objectives.
- Document workflows, call routing strategies, and integrations with other systems such as CRMs or ticketing tools.
Implementation Support:
- Act as a liaison between business users and the development team during implementation.
- Conduct user acceptance testing (UAT) and validate that the solution meets business requirements.
Process Optimization:
- Achievement of business KPIs (e.g., increased efficiency, reduced average handle time, improved customer satisfaction).
- Analyze contact center performance metrics and recommend process improvements to enhance customer experience.
- Monitor and ensure the AWS Connect solution adheres to best practices and compliance standards.
Training and Documentation:
- Create and maintain comprehensive documentation, including requirement specifications, process flows, and training materials.
- Support training sessions for end-users to ensure effective adoption of the new system.
Required Qualifications
Professional Experience:
- 3+ years of experience as a Business Analyst, preferably in contact center operations or technology projects.
- Hands-on experience with Amazon Connect or other contact center platforms.
- Familiarity with AWS ecosystem and tools such as Lambda, DynamoDB, Lex, or S3.
Technical Skills:
- Strong understanding of contact center metrics (e.g., CSAT, FCR, AHT) and reporting tools.
- Experience with integration technologies (e.g., APIs, CRMs like Salesforce or Zendesk).
- Proficiency in tools like JIRA, Confluence, or other project management software.
Educational Background:
- Bachelor’s degree in Business Administration, Information Technology, or a related field.
- Advanced degree or certifications in relevant areas (e.g., AWS certifications, Six Sigma) is a plus.
Soft Skills:
- Excellent communication and interpersonal skills to collaborate with technical and non-technical teams.
- Strong analytical and problem-solving abilities.
- Ability to manage multiple priorities in a fast-paced environment.
Official account of Jobstore.