Business Analyst with Amazon Connect

Job Summary
We are looking for a Business Analyst with strong experience in Amazon Connect to support the design, optimization, and analytics of cloud-based contact center solutions. The role bridges business stakeholders, operations, and technical teams to translate business needs into scalable Amazon Connect solutions, reporting, and process improvements.

Key Responsibilities
* Gather, analyze, and document business requirements related to Amazon Connect contact center operations
* Work closely with stakeholders (Operations, CX, IT, Product) to understand customer journeys and call flows
* Translate business needs into functional requirements, user stories, and process maps
* Support the design and enhancement of Amazon Connect features including:
o Contact flows
o Queues and routing strategies
o IVR/self-service solutions
o Agent workflows
* Analyse contact centre performance using Amazon Connect metrics, CTR reports, and dashboards
* Partner with data teams to define KPIs such as AHT, SLA, CSAT, FCR, and call abandonment
* Support integrations with CRM systems (Salesforce, ServiceNow, Zendesk, etc.)
* Assist in UAT planning, execution, and defect tracking
* Identify opportunities for automation, cost optimization, and improved customer experience
* Create clear documentation, SOPs, and business process flows

Required Skills & Qualifications
* Bachelor s degree in Business, IT, Engineering, or related field
* 6+ years of experience as a Business Analyst, preferably in contact centre or CX environments
* Hands-on experience with Amazon Connect (mandatory)
* Strong understanding of contact centre operations and metrics
* Experience writing BRDs, FRDs, user stories, and acceptance criteria
* Knowledge of AWS services related to Amazon Connect (Lambda, S3, CloudWatch) is a plus
* Experience with reporting/BI tools (Quick Sight, Tableau, Power BI, etc.)
* Excellent communication and stakeholder management skills
* Agile/Scrum experience preferred

Preferred Qualifications
* AWS Cloud Practitioner or AWS Solutions Architect certification
* Experience with omnichannel solutions (voice, chat, email)
* Familiarity with speech analytics, call recordings, and QA tools
* Experience working in large-scale or global contact center environments

Nice to Have
* SQL or basic data analysis skills
* Experience with AI/ML features (Amazon Lex, Contact Lens)
* Prior experience in eCommerce, BFSI, or SaaS environments