Sr Business Analyst _ Amazon Connect
Tata Consultancy Services, Owings Mills, MD, United States
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
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