Business Analyst – Voice / Amazon Connect / Call Centers/IVR - REMOTE

Remote • Posted 9 hours ago • Updated 9 hours ago

Contract W2

Contract Independent

No Travel Required

Remote

Depends on Experience

Tek Inspirations LLC

Fitment

Dice Job Match Score™

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Job Details

Skills

IVR
ROUTING
REPORTING
Amazon Connect
Spanish/French
AHT
CSAT
FCR
call center / voice solutions

Summary

Job Description -

Business Analyst – Voice / Amazon Connect / Call Centers/IVR

Location: US, Latin America, Canada (Remote)
Duration: 1+ year

MOI: Skype

Note - Excellent communication and documentation skills (Spanish/French a plus).

Role Overview

Business Analysts will support call center transformation initiatives leveraging Amazon Connect and voice solutions. They will act as a bridge between business stakeholders and technical teams, ensuring requirements are well-documented, analyzed, and translated into actionable solutions.

Key Responsibilities

Gather, document, and validate business requirements for voice and call center operations.
Collaborate with stakeholders across US, LatAm, and Canada to understand regional needs.
Work closely with technical teams to design solutions using Amazon Connect.
Analyze call center workflows, IVR scripts, and customer experience touchpoints.
Support testing, UAT, and deployment activities.
Provide insights and recommendations for process improvements.
Ensure compliance with data privacy and regional regulations.

Required Skills & Experience

Strong experience as a Business Analyst in call center / voice solutions.
Hands-on knowledge of Amazon Connect (IVR, routing, reporting).
Excellent communication and documentation skills in English (Spanish/French a plus).
Ability to work across multiple geographies and time zones.
Familiarity with customer experience metrics (AHT, CSAT, FCR).
Strong analytical and problem-solving skills.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: 91099133
Position Id: 8910975
Posted 9 hours ago

Company Info

About Tek Inspirations LLC

TEK Inspirations LLC is a Texas based IT Staffing and consulting company that focuses on highly qualitative, timely delivered and cost-effective offshore software development and Staffing Services. We are committed to attracting, retaining and rewarding the best minds in the business. TEK Inspirations LLC is a place where people can grow and advance their career. We believe in an environment of integrity, trust, and sense of pride. We commit to attract & develop talent and retain a team of motivated & satisfied employees.

TEK Inspirations is committed to provide customer satisfaction through commitment & highest standards of qualitative services with minimum turnaround time. We have extensive experience in providing services to different domains like Healthcare, Pharmaceutical, Banking & Financial, and Telecom etc. We are highly focused to our customers in more ways than one. By improving reliability and agility, we enable our customers to achieve sustainable advantage over their competitors.

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