Hi
My name is Rohit Chauhan, and I am a Staffing Specialist at Novia Infotech LLC. I am reaching out to you on an exciting job opportunity with one of our clients.
Job Title: Business Analyst (Amazon Connect)
Location:
Owings Mills, MD
Job Summary:
We are seeking an experienced Business Analyst with strong expertise in Amazon Connect and contact center solutions. The ideal candidate will work closely with business stakeholders, technical teams, and product owners to gather, analyze, and document business requirements for digital customer service platforms. The candidate should have extensive experience in business process analysis, requirement documentation, and implementation of cloud-based contact center technologies, specifically Amazon Connect.
Key Responsibilities
- Collaborate with business stakeholders to gather, analyze, and document detailed business and functional requirements.
- Translate business needs into technical requirements and user stories for development teams.
- Work closely with Amazon Connect architects and developers to support implementation and enhancement of contact center solutions.
- Analyze current business processes and identify opportunities for process improvements and automation.
- Create and maintain Business Requirement Documents (BRD), Functional Requirement Documents (FRD), and process workflows.
- Facilitate workshops, stakeholder meetings, and requirement gathering sessions.
- Support Agile/Scrum ceremonies including sprint planning, backlog grooming, and retrospectives.
- Work with QA teams to develop test cases and support User Acceptance Testing (UAT).
- Ensure solutions meet business objectives, compliance requirements, and operational needs.
- Provide ongoing support for digital customer experience initiatives and contact center transformation projects.
Required Skills
- 10+ years of experience as a Business Analyst.
- Strong experience with Amazon Connect and digital contact center platforms.
- Expertise in business process analysis, requirement gathering, and documentation.
- Experience creating BRD, FRD, process flows, and user stories.
- Strong understanding of Agile and Scrum methodologies.
- Experience working with cross-functional teams including developers, architects, and QA teams.
- Excellent communication, analytical, and problem-solving skills.
Preferred Qualifications
- Experience with AWS cloud services related to Amazon Connect.
- Knowledge of customer experience (CX) platforms and call center technologies.
- Experience with tools such as JIRA, Confluence, or similar project management tools.
- Previous experience in digital transformation or contact center modernization projects.
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Rohit Chauhan IT Recruiter A: 4421 Avenida Ln, McKinney, TX, 75070
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