Staff Business Systems Analyst - Contact Center Routing

Intuit's GBSG Routing RTB (Run the Business) team — part of the Workforce Management organization — is seeking a Staff Business Systems Analyst to tackle ambiguous, end-to-end routing problems across GBSG's complex contact channel landscape. Staff BSAs at Intuit operate with a one-team mindset: they lead independently, influence technology decisions across multiple stakeholder groups, and elevate the people and practices around them. The GBSG routing space is high-complexity by design. The Global Business Solutions Group serves small business, mid-market, and international customers across a diverse product portfolio — QBO, QuickBooks Payroll, QuickBooks Desktop, Payments, and more — resulting in significantly more product and customer segmentation than other Intuit business units. The routing system that serves these customers (built on the Contact Us Platform and Amazon Connect across Americas, EMEA, and APac instances) is one of the most technically layered in the organization. We're looking for a Staff BSA who can own cross-functional routing initiatives from discovery to delivery, bring analytical rigor to complex problems (transfer pattern analysis, routing accuracy, multi-contact diagnostics), and serve as a platform SME who can both execute configuration work and advise stakeholders on what CUP can and cannot do. An AI-first mindset is non-negotiable: we expect this person to proactively apply generative AI tools and automation to accelerate delivery, reduce manual effort, and surface better insights from routing data. Responsibilities

• Lead complex, cross-functional routing initiatives end-to-end — from stakeholder discovery and requirements synthesis through CUP/Amazon Connect configuration, UAT coordination, production deployment, and post-launch monitoring.
• Drive routing design decisions across ambiguous problem spaces; synthesize inputs from GBSG BU stakeholders, WFM Operations, Product Development, and Virtual Expert Platform (VEP) to produce clear, risk-aware solutions.
• Configure and maintain multi-region Amazon Connect environments (Americas, EMEA, APac), including routing profiles, queue and skill assignments, outbound campaign dialer configurations, and Hours of Operation (HOO).
• Execute advanced CUP configurations including ABR route plans, GenAI/AI Routing (AIR) configurations, eligibility logic, overflow/failover behavior, and Toll Free Number (TFN) call type management.
• Analyze routing performance across GBSG contact channels — transfer rates, routing accuracy, multi-contact rates — using QlikSense, Splunk, and Databricks; translate findings into actionable routing strategy recommendations.
• Serve as a CUP/CUE subject matter expert for GBSG stakeholders; provide clear guidance on platform capabilities and constraints, and advise on design tradeoffs.
• Manage P0 incident response within 15-minute SLA; lead root cause analysis for routing-caused incidents and drive preventive configuration changes to reduce recurrence.
• Contribute to routing strategy authorship: identify systemic improvement opportunities and develop recommendations that inform both near-term configuration decisions and longer-term platform capability needs.
• Coach and elevate team members; raise quality standards across team documentation, design patterns, and configuration practices.
• Proactively apply AI tools (ChatGPT, Gemini, GenAI platforms) to accelerate analysis, configuration work, and documentation — and advocate for broader AI adoption within the team's workflows.

Qualifications Required:

• 5–8+ years of experience in business systems analysis, technical operations, or a related discipline with demonstrated progression in scope and complexity.
• Deep, hands-on experience with contact center routing platforms — Amazon Connect strongly preferred; CUP/CUE experience is a strong differentiator.
• Proven ability to lead ambiguous, cross-functional initiatives from discovery through delivery independently, with minimal guidance.
• Strong analytical skills and experience with operational data platforms — QlikSense, Splunk, Databricks, or equivalent.
• Demonstrated ability to synthesize complex, competing business requirements into well-scoped, risk-aware technical solutions.
• Track record of influencing technology decisions across multiple stakeholder groups without formal authority.
• Experience managing Agile/Scrum and/or Kanban workflows; comfortable holding priorities and driving delivery through competing demands.
• Clear communicator across technical and non-technical audiences; able to simplify complex routing logic for business stakeholders.
• AI-first mindset: actively explores and applies generative AI tools to accelerate delivery and improve team outcomes.

Preferred:

• Direct experience with Intuit's Contact Us Platform (CUP), CUE rules engine, or Amazon Connect routing profile management.
• Experience with Attribute-Based Routing (ABR), GenAI/AI Routing (AIR), or skills-based routing architectures.
• Familiarity with Sherlock, SalesForce, Postman, Jenkins, GitHub, or CSHQ/AMT in an operations or BSA context.
• Experience in a contact center operations or Workforce Management organization supporting multiple business units or geographies.
• Demonstrated ability to mentor peers and elevate team practices at scale.

Education:

• Bachelor's degree in Information Technology, Business, Computer Science, or a related field — or equivalent practical experience.

Intuit provides a competitive compensation package with a strong pay for performance rewards approach. This position will be eligible for a cash bonus, equity rewards and benefits, in accordance with our applicable plans and programs (see more about our compensation and benefits at Intuit®: Careers | Benefits). Pay offered is based on factors such as job-related knowledge, skills, experience, and work location. To drive ongoing fair pay for employees, Intuit conducts regular comparisons across categories of ethnicity and gender. The expected base pay range for this position is: San Diego $156,500 - $212,000 Mountain View, CA $169,000- $229,000