Sr Business Analyst _ Amazon Connect
Tata Consultancy Services, Owings Mills, MD, United States
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.
Qualifications
Bachelor of Computer Science
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
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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.
Qualifications
Bachelor of Computer Science
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
#J-18808-Ljbffr