Business Analyst

Role overview This functional consulting role supports contact center modernization projects, with a focus on Amazon Connect. You’ll lead requirements discovery, use recorded calls and chats to uncover how work happens in practice, and translate those findings into specifications, process maps, AI interaction guidance, and testable delivery plans. The role also connects customer stakeholders with delivery teams and contributes to shared business analysis practices.

Responsibilities - Run discovery workshops with operations, IT, and compliance stakeholders to document current processes, pain points, and target workflows. - Convert business needs into traceable requirements, user stories, acceptance criteria, and test cases; maintain links between requirements, design decisions, implementation work, and validation. - Compare legacy contact center processes and platforms with Amazon Connect capabilities, identifying configuration options, gaps, and cases requiring custom development. - Analyze contact center measures such as handling time, containment, satisfaction, and retention to establish baselines and success criteria. - Review recorded calls and chats to assess quality and uncover undocumented steps, exceptions, and agent workarounds; turn findings into process maps, reports, and AI agent scripts. - Coordinate requirement reviews and user acceptance testing, manage change impacts, mentor junior analysts, and develop reusable discovery materials.

Requirements - Strong business analysis and requirements documentation skills, including experience with process mapping, user stories, acceptance criteria, and traceability. - Familiarity with contact center operations and performance measures such as AHT, containment, CSAT/NPS, service levels, or retention. - Ability to facilitate workshops and work effectively with both business stakeholders and technical teams. - Proficiency with requirements and diagramming tools such as Jira, Confluence, Lucidchart, Visio, or Figma, plus Microsoft Office. - Basic SQL or reporting-tool literacy.

Nice to have - Exposure to conversational AI, self-service, IVR, or chatbot requirements. - Experience in consulting or client delivery, regulated industries, data visualization tools, Python, or AI tools.

Benefits and work setup - Fully remote work, flexible paid time off, and generous holidays. - Phantom equity, peer recognition bonuses, and stipends for equipment and learning. - Certification exam support, professional development planning, and an annual learning budget. - Applicants need existing authorization to work in the country where the role is based; visa or work permit sponsorship is unavailable.