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Sr Business Analyst _ Amazon Connect
Must Have Technical/Functional Skills
Senior Business Analyst with a senior level of knowledge of Amazon Connect and preferably previous experience with telecom infrastructure
Roles & Responsibilities
- Lead requirements gathering, process analysis, and documentation for contact center and telephony projects, with a focus on Amazon Connect.
- Translate business needs into actionable technical requirements and user stories for development teams.
- Collaborate with stakeholders to identify opportunities for workflow automation and improved customer engagement.
- Evaluate and recommend enhancements to telephony infrastructure, ensuring scalability, reliability, and security.
- Serve as a subject matter expert on Amazon Connect, including IVR, routing, reporting, and integration with CRM systems.
- Work closely with vendors and third-party partners to ensure robust and compliant telephony solutions.
- Develop and maintain process maps, business cases, and project documentation.
· Support user acceptance testing (UAT), training, and change management efforts. · Monitor performance metrics and analyze data to inform continuous improvement initiatives.
TCS Employee Benefits Summary:
Discretionary Annual Incentive.
Comprehensive Medical Coverage: Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans.
Family Support: Maternal & Parental Leaves.
Insurance Options: Auto & Home Insurance, Identity Theft Protection.
Convenience & Professional Growth: Commuter Benefits & Certification & Training Reimbursement.
Time Off: Vacation, Time Off, Sick Leave & Holidays.
Legal & Financial Assistance: Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing.
Salary Range: $120,000 - $130,000 a year
Location
Owings Mills, MD
Job Function
TECHNOLOGY
Role
Business Analyst
Job Id
399170
Desired Skills
Business analyst
Salary Range
$120,000-$130,000 a year
Desired Candidate Profile
Qualifications : BACHELOR OF COMPUTER SCIENCE
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