3 дня назад
Business Analyst (Amazon Connect)
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Business Analyst (Amazon Connect): Leading contact center modernization discovery and translating stakeholder requirements into functional specifications, user stories, acceptance criteria, and AI agent scripts with an accent on call listening, process analysis, and requirements traceability. Focus on analyzing interaction data, improving self-service containment, facilitating UAT, and connecting customer needs with AWS-based delivery.
Location: Argentina; 100% remote. Current legal authorization to work in Argentina is required, and visa or work permit sponsorship is not available.
Compensation: Pay in USD.
Company
is an AI-first cloud services company and AWS Premier Tier Services Partner focused on cloud modernization, intelligent products, data and analytics, DevOps, security, and customer experience transformation.
What you will do
- Lead discovery workshops with contact center operations, IT, compliance, and other customer stakeholders.
- Translate business requirements into functional specifications, user stories, acceptance criteria, BRDs, process maps, and traceability matrices.
- Map legacy contact center processes from platforms such as Avaya, Genesys, or NICE to Amazon Connect capabilities, configuration options, and custom development needs.
- Analyze recorded voice and chat interactions to identify undocumented processes, quality issues, exception paths, and self-service containment failures.
- Define AI agent scripts, call guides, escalation paths, compliance language, and self-service improvements for contact center implementations.
- Facilitate UAT, triage defects, support project governance, contribute reusable discovery assets, and mentor junior business analysts.
Requirements
- 5+ years of business analysis experience, including at least 1 year supporting contact center, CCaaS, or customer experience technology implementations.
- 5+ years of experience analyzing call center interactions as a process-discovery methodology.
- Working knowledge of Amazon Connect or comparable CCaaS platforms such as Genesys, Avaya, Cisco, or NICE.
- Ability to write functional requirements, user stories, and acceptance criteria for engineering teams.
- Knowledge of contact center KPIs including AHT, containment, CSAT/NPS, SLA, and retention.
- Strong facilitation and stakeholder-management skills, with proficiency in Jira, Confluence, Lucidchart or Visio, Figma, Microsoft Office, and basic SQL or reporting tools.
Nice to have
- Experience with conversational AI and self-service platforms such as Amazon Lex or Amazon Q in Connect.
- Experience in government, healthcare, or financial services environments.
- Consulting or client-delivery experience and familiarity with QuickSight, Tableau, Power BI, Python, or AI tools.
Culture & Benefits
- 100% remote work from Argentina with a worldwide team.
- Generous holidays and flexible PTO.
- Competitive phantom equity and peer bonus awards.
- Paid exams and certifications, an individual professional development plan, and an annual learning and development stipend.
- State-of-the-art laptop, tools, and equipment or office stipend.
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