Become a pivotal Business Analyst specializing in Amazon Connect at a prominent tech company. This fully remote role focuses on advancing contact center and AI technologies.
In this position, you will engage in contact center modernization initiatives and lead the implementation of transformative AI strategies. Your role is critical as you convert business strategies into technical specifications and actionable workflows. Collaboration with architecture teams will be essential in delivering AI-driven improvements for both customers and agents.
Key Responsibilities:
• Conduct workshops to gather and prioritize business needs
• Assess current workflows to enhance customer journeys
• Translate non-technical requirements to tech teams effectively
• Define use cases for AI functionalities and self-service solutions
• Establish key performance indicators for project outcomes
Requirements:
• Strong knowledge of CCaaS and Amazon Connect
• Expertise in managing req...