About the Team

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.

Role 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, we99ll 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 table94because that99s 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!

Responsibilities

• 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 recommend improvements to customer journeys, agent experience, call routing, self-service, and service efficiency
• Identify integration requirements between Amazon Connect and related systems such as CRM platforms, case management tools, analytics solutions, and AWS services
• Facilitate backlog refinement, prioritization, and requirements traceability across projects and enhancements
• Support testing activities, including test scenario development, user acceptance testing, defect triage, and validation of delivered solutions
• Create and maintain business process documentation, requirements artifacts, training materials, and operational support documentation
• Monitor solution performance and business outcomes using contact center KPIs and reporting insights, and recommend continuous improvements
• Act as a liaison between business users and technical teams to resolve issues, clarify requirements, and support successful delivery and adoption
• Ensure solutions align with governance, risk, compliance, and operational standards where applicable

Qualifications
Required:

• Bachelor99s degree or the equivalent combination of education and relevant experience AND 5+ years of total relevant work experience
• Hands-on experience with Amazon Connect implementation, enhancement, or support
• Knowledge of contact flows, routing profiles, queues, hours of operation, user management, metrics and reporting
• Integrations with other AWS services such as Lambda, Lex, S3, CloudWatch, DynamoDB
• Familiarity with IVR, omnichannel/contact center capabilities, and call routing logic
• You actively seek feedback and guidance to improve analytical and technical skills
• Demonstrates strong logic and reasoning capabilities
• Can explain basic technical concepts to a non-technical audience
  

Preferred:

• Prior experience in the Financial Services and Asset Management industries, specifically with investment product data pipelines and business rules, is preferred, but not required
  

Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States (e.g., H1-B visa, F-1 visa (OPT), TN visa or any other non-immigrant work status).

FINRA Requirements
FINRA licenses are not required and will not be supported for this role

Work Flexibility
This role is eligible for hybrid work, with up to three days per week from home.

WHAT TO EXPECT AFTER APPLYING

1. You will receive an email and text message to answer a few questions to verify your eligibility. If you apply for multiple jobs, you will receive separate invitations for each role and will need to respond to each. Estimated Time Commitment: 3-5 minutes

2. If you are eligible, you will be asked to record video responses to introductory questions with our vendor partner, HireVue. Take time to read all instructions carefully before responding. Some questions may require you to respond within a set time limit, or with limited retakes. You can use this opportunity to tell us more about your background and interest than we can learn from a resume alone. Estimated Time Commitment: 20-30 minutes

Base Salary Ranges

Please review the job posting for the location of this specific opportunity.

Placement within the range provided above is based on the individual99s relevant experience and skills for the role. Base salary is only one component of our total compensation package. Employees may be eligible for a discretionary bonus, which is determined upon company and individual performance.

Benefits