Location: Pan India
Experience Range: 5 to 10 years
Job Summary
We are seeking an experienced Business Analyst with Amazon Connect expertise to bridge business requirements and technical implementation teams for cloud contact center transformation initiatives. The candidate will work closely with business stakeholders, operations teams, solution architects, and development teams to gather requirements, define customer experience journeys, and support the implementation of Amazon Connect-based solutions.
Key Responsibilities
Business Analysis & Requirements Management
Gather, analyze, and document business requirements for contact center transformation projects.
Conduct stakeholder workshops, discovery sessions, and process-mapping exercises.
Translate business requirements into functional specifications and user stories.
Prepare BRD, FRD, use cases, process flows, and acceptance criteria.
Manage requirement traceability throughout the project lifecycle.
Amazon Connect Solution Support
Understand Amazon Connect capabilities and recommend solutions aligned with business needs.
Analyze contact center workflows including:
Inbound/Outbound Voice
Chat
Task Management
Routing Strategies
Agent Experience
Customer Self-Service
Collaborate with solution architects and developers during design and implementation.
Customer Experience & Process Optimization
Document customer journeys and identify improvement opportunities.
Define KPIs and reporting requirements for contact center operations.
Support IVR and call-flow design discussions.
Analyze operational metrics and recommend process improvements.
Testing & Deployment Support
Create test scenarios, test cases, and UAT plans.
Coordinate user acceptance testing activities.
Validate implemented solutions against business requirements.
Support production rollout and hypercare activities.
Stakeholder Management
Work with business users, operations teams, IT teams, and leadership stakeholders.
Facilitate requirement reviews and sol