Business Systems Analyst – Amazon Connect Contact Center

This is a fully remote position, open to applicants in Missouri.

📋 Description

• Assist with Amazon Connect contact center and IVR migration projects from the discovery phase through implementation, deployment, hypercare, and ongoing post-production support.

• Collect, analyze, validate, document, and oversee business and system requirements during the entire project lifecycle.

• Convert business needs into functional requirements, process flows, workflow diagrams, user stories, acceptance criteria, and technical documentation.

• Evaluate IVR call flows, customer journeys, prompts, authentication methods, routing logic, self-service capabilities, agent transfers, and escalation pathways.

• Identify gaps in requirements, dependencies, risks, migration effects, and opportunities for process improvement.

• Develop and maintain Business Requirement Documents (BRDs), functional specifications, requirement traceability documentation, Jira user stories, Confluence pages, and project artifacts.

• Lead requirement workshops, stakeholder reviews, backlog refinement sessions, sprint planning, demos, and project status meetings.

• Collaborate with Product Owners, Project Managers, business stakeholders, UX designers, development teams, QA teams, and technical teams.

• Work closely with UX teams using Figma to assess customer journey designs, IVR experiences, and alignment of business requirements.

• Assist with UAT planning, validation of requirements, defect triage, business sign-off, deployment readiness, go-live activities, and post-production validation.

• Monitor defects, enhancements, risks, dependencies, action items, and changes in requirements until resolution.

• Verify that delivered solutions meet approved requirements, customer experience objectives, and organizational standards.

⛳️ Requirements

• Bachelor’s degree in Business Administration, Information Systems, Computer Science, or a related field, or equivalent professional experience.

• Experience in a role such as Business Systems Analyst, Business Analyst, Product Analyst, or similar, particularly in support of contact center, IVR, CRM, or cloud technology initiatives.

• Practical experience with Amazon Connect-based contact center implementations, migrations, enhancements, or production support tasks.

• In-depth knowledge of contact center operations, IVR design, call routing, self-service workflows, agent processes, customer experience journeys, and operational reporting requirements.

• Proficient in documenting business requirements, functional specifications, process flows, user stories, acceptance criteria, and requirement traceability matrices.

• Familiarity with working in Agile delivery environments utilizing Jira and Confluence.

• Capability to collaborate effectively with business stakeholders, product owners, project managers, UX teams, developers, QA teams, and technical architects.

• Strong analytical, communication, facilitation, and problem-solving skills.

• Preferred: experience with AWS Lambda, Amazon Lex, Amazon DynamoDB, CloudWatch, contact center analytics, regulated industries, QA/testing, UAT coordination, Figma, conversational design, prompt management, and omnichannel support.

• CSPO certification listed under Primary Skills.

🏝️ Benefits

• [List any specific benefits here, if applicable]

• [List any additional benefits here, if applicable]