Business Systems Analyst

Job Title: Business Systems Analyst
Job Location: Dallas, TX
Job Type: Contract

Job Description:

• Support Amazon Connect contact center and IVR migration initiatives from discovery through implementation, deployment, hypercare, and post-production support.
• Gather, analyze, validate, document, and manage business and system requirements throughout the project lifecycle.
• Translate business needs into functional requirements, process flows, workflow diagrams, user stories, acceptance criteria, and technical documentation.
• Analyze IVR call flows, customer journeys, prompts, authentication methods, routing logic, self-service functionality, agent transfers, and escalation paths.
• Identify requirement gaps, dependencies, risks, migration impacts, and opportunities for process improvement across current-state and future-state solutions.
• Create and maintain BRDs, functional specifications, requirement traceability documentation, Jira user stories, Confluence pages, and other project artifacts.
• Facilitate requirement workshops, stakeholder reviews, backlog refinement sessions, sprint planning, demos, and project status discussions.
• Collaborate with Product Owners, Project Managers, Business Stakeholders, UX Designers, Development Teams, QA Teams, and Technical Teams to ensure alignment across delivery workstreams.
• Partner with UX teams using Figma to review customer journey designs, IVR experiences, and business requirement alignment.
• Support UAT planning, requirement validation, defect triage, business sign-off, deployment readiness, go-live activities, and post-production validation.
• Track defects, enhancements, risks, dependencies, action items, and requirement changes through resolution.
• Validate delivered solutions against approved business requirements, customer experience goals, and organizational standards.

• Bachelor's degree in Business Administration, Information Systems, Computer Science, or a related field, or equivalent professional experience.
• Experience as a Business Systems Analyst, Business Analyst, Product Analyst, or similar role supporting contact center, IVR, CRM, or cloud technology initiatives.
• Hands-on experience supporting Amazon Connect-based contact center implementations, migrations, enhancements, or production support activities.
• Strong understanding of contact center operations, IVR design, call routing, self-service flows, agent workflows, customer experience journeys, and operational reporting needs.
• Experience documenting business requirements, functional specifications, process flows, user stories, acceptance criteria, and requirement traceability matrices.
• Experience working in Agile delivery environments with tools such as Jira and Confluence.
• Ability to collaborate effectively with business stakeholders, product owners, project managers, UX teams, developers, QA teams, and technical architects.
• Strong analytical, communication, facilitation, and problem-solving skills with the ability to translate complex business needs into clear delivery-ready requirements.

• Experience with AWS services commonly used in contact center solutions, including AWS Lambda, Amazon Lex, Amazon DynamoDB, CloudWatch, and related integration patterns.
• Familiarity with contact center analytics, call recordings, queue metrics, agent performance dashboards, reporting requirements, and operational KPIs.
• Experience supporting healthcare, insurance, financial services, or other regulated contact center environments.
• Experience with QA and testing activities, including UAT coordination, test scenario review, defect triage, and production validation.
• Familiarity with customer journey mapping, Figma-based design reviews, conversational design, prompt management, and omnichannel support capabilities.

• Business Analysis: Requirements elicitation, stakeholder analysis, process mapping, gap analysis, user story writing, acceptance criteria, backlog support, and requirement traceability.
• Contact Center Domain: IVR flows, call routing, queue management, agent transfers, self-service design, escalation paths, customer journey analysis, and operational reporting.
• Amazon Connect: Contact flows, routing profiles, queues, prompts, Lex integration, Lambda integration, DynamoDB lookups, call attributes, and cloud-based contact center delivery concepts.
• Delivery Tools: Jira, Confluence, Microsoft Office, Visio or process flow tools, Figma review, and collaboration platforms.
• Testing and Validation: UAT support, test case review, defect triage, requirement validation, production readiness, go-live support, and post-deployment verification.
• Communication: Workshop facilitation, stakeholder presentations, cross-functional coordination, documentation, issue resolution, and executive-ready status communication.