Staff Business Systems Analyst (Contact Center Routing)

TL;DR

Staff Business Systems Analyst (Contact Center Routing): Designing and optimizing complex routing logic across multi-region contact channels using Amazon Connect and proprietary platforms with an accent on end-to-end delivery and data-driven strategy. Focus on reducing routing inaccuracies, integrating Generative AI for automation, and managing high-priority incident responses.

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

Salary: $156,500 - $229,000

Company

Global financial technology platform powering prosperity for millions of customers through products like TurboTax, Credit Karma, QuickBooks, and Mailchimp.

What you will do

• Lead cross-functional routing initiatives from discovery and requirements synthesis to production deployment and monitoring.
• Configure and maintain multi-region Amazon Connect environments, including routing profiles, queues, and skill assignments.
• Analyze routing performance metrics such as transfer rates and accuracy using QlikSense, Splunk, and Databricks.
• Serve as the subject matter expert for the Contact Us Platform (CUP) and CUE rules engine for stakeholders.
• Manage P0 incident response within a 15-minute SLA and conduct root cause analysis to prevent recurrence.
• Apply generative AI tools (ChatGPT, Gemini) to accelerate analysis, configuration, and documentation workflows.

Requirements

• 5–8+ years of experience in business systems analysis or technical operations.
• Deep hands-on experience with contact center routing platforms, with Amazon Connect strongly preferred.
• Proficiency with operational data platforms such as QlikSense, Splunk, or Databricks.
• Proven ability to lead ambiguous projects independently and influence technical decisions across stakeholder groups.
• Experience managing workflows using Agile/Scrum or Kanban.
• Must be located in San Diego, CA or Mountain View, CA.

Nice to have

• Experience with Attribute-Based Routing (ABR), GenAI/AI Routing (AIR), or skills-based architectures.
• Familiarity with Salesforce, Postman, Jenkins, or GitHub in a BSA context.
• Background in Workforce Management (WFM) or contact center operations supporting multiple geographies.

Culture & Benefits

• Competitive compensation package with a strong pay-for-performance rewards approach.
• Eligibility for cash bonuses and equity rewards.
• Comprehensive corporate benefits package.
• Environment that encourages an AI-first mindset and continuous automation.