Sr Business Analyst _ Amazon Connect

Senior Business Analyst with a senior level of knowledge of Amazon Connect and preferably previous experience with telecom infrastructure.

• Lead requirements gathering, process analysis, and documentation for contact center and telephony projects, with a focus on Amazon Connect.
• Translate business needs into actionable technical requirements and user stories for development teams.
• Collaborate with stakeholders to identify opportunities for workflow automation and improved customer engagement.
• Evaluate and recommend enhancements to telephony infrastructure, ensuring scalability, reliability, and security.
• Serve as a subject matter expert on Amazon Connect, including IVR, routing, reporting, and integration with CRM systems.
• Work closely with vendors and third party partners to ensure robust and compliant telephony solutions.
• Develop and maintain process maps, business cases, and project documentation.
• Support user acceptance testing (UAT), training, and change management efforts.
• Monitor performance metrics and analyze data to inform continuous improvement initiatives.

• Bachelor of Computer Science

• Discretionary Annual Incentive
• Comprehensive Medical Coverage:
  Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans
• Family Support:
  Maternal & Parental Leaves
• Insurance Options:
  Auto & Home Insurance, Identity Theft Protection
• Convenience & Professional Growth:
  Commuter Benefits & Certification & Training Reimbursement
• Time Off:
  Vacation, Time Off, Sick Leave & Holidays
• Legal & Financial Assistance:
  Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing
• Salary Range: $120,000 - $130,000 a year