Senior Business Analyst (Voice)

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The Senior Business Analyst on the Voice team is responsible for partnering with business stakeholders, product owners, and technology teams to analyze business needs and translate them into scalable contact center solutions using Amazon Connect.

Summary This role focuses on requirements elicitation, process analysis, solution design support, and delivery coordination for customer service and contact center initiatives. The individual helps optimize customer and agent experiences by improving workflows, routing logic, reporting, integrations, and overall operational effectiveness across the Amazon Connect platform.  We expect you to be agile / to lead / to think outside the box. In return, we’ll give you challenging work that has an impact / opportunities to learn and grow / and a collaborative culture that encourages every member of our team to bring their point of view to the table—because that’s how we help our clients succeed.   You will help define business requirements, build application and process specifications, drive data mapping and business rules specifications, and ensure that work is in alignment with the overarching business and technical strategies.      Are you a dedicated professional who is accountable for your own work? Are you able to tackle problems independently under general guidance? If so, we encourage you to apply!

You articulate business needs and translate them into technology solutions     Help define and breakdown business needs for new and/or enhanced services, processes, or features for a digital product team     Working closely with product owners and other stakeholders to ensure that all business requirements are understood, documented, and met     Applies a lean-agile mind-set to work and supports organizational agility     Works with other digital business analysts to ensure new or updated features are in alignment with digital domain standards and best practices     May support functional testing and other support tasks (e.g. content authoring, data configuration) as necessary     Partner with business, operations, and technology stakeholders to gather, analyze, and document business and functional requirements for Amazon Connect solutions  Lead workshops, stakeholder interviews, and discovery sessions to understand current-state processes, pain points, and future-state needs  Translate business requirements into detailed user stories, process flows, use cases, and functional specifications  Support the design and enhancement of Amazon Connect capabilities, including contact flows, queues, routing profiles, IVR experiences, reporting, and agent workflows  Collaborate with solution architects, developers, and platform administrators to ensure business requirements are accurately implemented  Analyze contact center operations and