Business System Analyst

Role Description

One of our customers is looking for a Business System Analyst who is having hands-on experience with Amazon Connect.

• Experience with leading, designing, and working with developers to design cloud architecture that ensures security, performance, efficiency, reliability, and cost optimized applications.
• Experience in all phases of the software development process - including requirements gathering, design, implementation, release, and maintenance.
• Build productive relationships with a global IT team, including BSAs, product owners, developers & architects.
• Manage projects partnering with matrixed cross functional and global teams to ensure delivery of applications aligned to the business and IT strategy.
• Guide business and project delivery stakeholders through IT process and obtain relevant participation.
• Support the design and architecture of AWS / Amazon Connect stack of tools and applications.
• Translate business requirements into well-architected custom solutions for leveraging Amazon Connect across a wide array of applications and interfaces.
• Understand and apply contact center concepts to design and develop solutions that interface with Amazon Connect and Salesforce Service/Sales Cloud applications.
• Lead technical design sessions; architect and document technical solutions that are aligned with business objectives.
• Apply knowledge of different methodologies for integration and dynamic call flows leveraging Amazon Lex, DynamoDB, Lambda, Pinpoint, Cloudfront, and other AWS services considering capabilities, limitations, and trade-offs to design and develop architectural framework.
• Drive a cross-functional and integrated approach to call center management within Equinix.
• Provide expert-level technical assistance to developers on AWS / Amazon Connect platform and suggest best practices and opportunities for improvement through automation or simplification.
• Perform hands-on Amazon Connect and Salesforce CTI system setup, configuration, administration, troubleshooting and minor coding.
• Design and develop complex call flows.
• Drive and execute functional design, testing, change management and end user acceptance for projects and enhancements as needed.
• Interface with relevant teams to support day-to-day systems and interfaces issues related to existing application solutions.
• Ensure compliance with secure development standards, GDPR, and negotiate security trade-offs; and provide technical mentoring on coding techniques, methods, and standards.
• Manage stakeholder expectations and communications within and beyond functional track.
• Participate in Agile Development Process and all SDLC layers.
• Collaborate with global IT and business teams in US (pacific and eastern time) and Singapore time zones.

Qualifications

• 5+ years of IT experience in all phases of the software development process - including requirements gathering, design, implementation, release, and maintenance.
• Bachelor's in Information Systems, Computer Science, Business or related field.
• Experience with leading and driving solution analysis and implementation for contact center and discovery projects.
• Exhibits keen interest, techno-functional acumen and experience in working with evolving business models in large scale and complex transformational programs.
• Proven experience working in Agile software development lifecycle.
• Expertise in AWS / Amazon Connect contact center platform and call case management concepts.
• Strong experience with Amazon Connect best practices and contact center-based solution implementation.
• Strong knowledge in dynamic contact center configuration and integrating with Salesforce Service/Sales Cloud leveraging CTI and Lambda functions.
• Good understanding of Amazon Connect OOB functionality and extended reporting capabilities.
• Platform expertise in leveraging Salesforce Service Cloud to solve business problems strongly preferred.