Staff Business Systems Analyst (Amazon Connect)

TL;DR

Staff Business Systems Analyst (Amazon Connect): Leading the design and configuration of complex routing systems for the Global Business Solutions Group with an accent on Amazon Connect and the Contact Us Platform. Focus on optimizing routing accuracy, implementing AI-driven automation, and reducing operational incidents across global contact channels.

Location: Must be based in San Diego, California or Mountain View, California

Salary: $156,500 - $229,000

Company

hirify.global is a global financial technology platform powering prosperity through products like TurboTax, Credit Karma, QuickBooks, and Mailchimp.

What you will do

• Lead end-to-end cross-functional routing initiatives from stakeholder discovery and requirements synthesis to production deployment.
• Configure and maintain multi-region Amazon Connect environments, including routing profiles, queue assignments, and outbound dialers.
• Analyze routing performance metrics like transfer rates and accuracy using QlikSense, Splunk, and Databricks.
• Serve as a subject matter expert for CUP/CUE platforms, advising stakeholders on design tradeoffs and capabilities.
• Manage P0 incident response within a 15-minute SLA and drive root cause analysis to prevent recurrence.
• Proactively apply generative AI tools to accelerate analysis, configuration work, and documentation.

Requirements

• 5–8+ years of experience in business systems analysis or technical operations with increasing complexity.
• Deep hands-on experience with contact center routing platforms, specifically Amazon Connect.
• Strong analytical skills and proficiency with data platforms such as QlikSense, Splunk, or Databricks.
• Proven ability to lead ambiguous, cross-functional initiatives independently.
• Experience managing Agile, Scrum, or Kanban workflows.
• Location: Based in San Diego or Mountain View, CA

Nice to have

• Direct experience with hirify.global's Contact Us Platform (CUP) or CUE rules engine.
• Knowledge of Attribute-Based Routing (ABR), GenAI/AI Routing (AIR), or skills-based architectures.
• Familiarity with Salesforce, Postman, Jenkins, or GitHub in an operations context.
• Experience in Workforce Management supporting multiple business units or geographies.

Culture & Benefits

• Competitive compensation package with a strong pay-for-performance approach.
• Eligibility for cash bonuses and equity rewards based on applicable plans.
• Comprehensive benefits for full-time employees focused on prosperity and growth.