Job Description:

As a Business Analyst with AmazonConnect experience, you will play a pivotal role in analysing and enhancing ourcustomer service processes through the effective use of Amazon Connect. Youwill collaborate with cross-functional teams to gather and translate businessrequirements into actionable insights, driving improvements in customerinteractions and satisfaction.

Responsibilities:

·RequirementsGathering:

oCollaboratewith stakeholders to understand business objectives, customer service goals,and key performance indicators.

oConductthorough analysis to elicit, document, and prioritize business requirementsrelated to Amazon Connect.

·Data Analysis:

oAnalyzecustomer interaction data captured through Amazon Connect to identify trends,patterns, and areas for improvement.

oProvideactionable insights to support data-driven decision-making in customer servicestrategy.

·ProcessOptimization:

oIdentifyopportunities to enhance and streamline customer service processes using AmazonConnect capabilities.

oWork closelywith business units to recommend and implement process improvements forincreased efficiency.

·Amazon ConnectConfiguration Support:

oProvideexpertise in Amazon Connect configurations, working alongside technical teamsto ensure alignment with business needs.

oCollaboratewith Amazon Connect Architects to implement and customize solutions as perbusiness requirements.

·Reporting andDashboards:

oDesign andcreate reports and dashboards to monitor key performance metrics related tocustomer interactions and service levels.

oRegularlycommunicate insights and performance trends to stakeholders.

·User Trainingand Support:

oConducttraining sessions for end-users and support teams on effectively utilizingAmazon Connect features.

oProvide ongoingsupport and troubleshooting assistance related to Amazon Connect usage.

Requirements