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