Amazon Connect Business Analyst

Tata Consultancy Services; Bengaluru; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

Tata Consultancy Services in Bengaluru seeks an experienced Business Analyst with Amazon Connect expertise to bridge business requirements and technical teams for cloud contact center transformations. You will gather requirements, define customer journeys, create BRD/FRD, and support design, testing, and deployment with solution architects and developers.

Strong knowledge of Amazon Connect queues, routing, agent workspace, and reporting, plus stakeholder management and process optimization, is

Qualifications

• Experience eliciting and documenting business requirements for contact center projects.
• Ability to map processes and translate requirements into user stories and acceptance criteria.
• Experience creating BRD/FRD, use cases, and test plans.

Responsibilities

• Gather, analyze, and document business requirements for contact center transformation projects.
• Conduct stakeholder workshops and discovery sessions; map processes and define flows.
• Translate requirements into functional specifications and user stories.
• Prepare BRD, FRD, use cases, process flows, and acceptance criteria.
• Manage requirement traceability throughout the project lifecycle.
• Understand Amazon Connect capabilities and recommend aligned solutions.
• Document customer journeys and define KPIs and reporting needs.
• Create test scenarios, test cases, and coordinate UAT.
• Support production rollout and hypercare activities.
• Collaborate with solution architects and developers during design and implementation.
• Facilitate requirement reviews and manage change requests.

Skills

Requirement elicitation

Process mapping

User story creation

Backlog management

Gap analysis

Business process re-engineering

Stakeholder management

Tools

Jira

Confluence

Visio

Lucidchart

Microsoft Office

Job description

We are seeking an experienced Business Analyst with Amazon Connect expertise to bridge business requirements and technical implementation teams for cloud contact center transformation initiatives. The candidate will work closely with business stakeholders, operations teams, solution architects, and development teams to gather requirements, define customer experience journeys, and support the implementation of Amazon Connect-based solutions.

Key Responsibilities

Business Analysis & Requirements Management

• Gather, analyze, and document business requirements for contact center transformation projects.
• Conduct stakeholder workshops, discovery sessions, and process-mapping exercises.
• Translate business requirements into functional specifications and user stories.
• Prepare BRD, FRD, use cases, process flows, and acceptance criteria.
• Manage requirement traceability throughout the project lifecycle.

Amazon Connect Solution Support

• Understand Amazon Connect capabilities and recommend solutions aligned with business needs.
• Analyze contact center workflows including:
• Chat
• Task Management
• Routing Strategies
• Agent Experience
• Customer Self-Service
• Collaborate with solution architects and developers during design and implementation.

Customer Experience & Process Optimization

• Document customer journeys and identify improvement opportunities.
• Define KPIs and reporting requirements for contact center operations.
• Support IVR and call-flow design discussions.
• Analyze operational metrics and recommend process improvements.

Testing & Deployment Support

• Create test scenarios, test cases, and UAT plans.
• Coordinate user acceptance testing activities.
• Validate implemented solutions against business requirements.
• Support production rollout and hypercare activities.

Stakeholder Management

• Work with business users, operations teams, IT teams, and leadership stakeholders.
• Facilitate requirement reviews and solution walkthroughs.
• Manage change requests and impact assessments.

Required Skills

Amazon Connect Knowledge

• Understanding of Amazon Connect architecture and capabilities.
• Knowledge of:
• Contact Flows
• Queues and Routing Profiles
• Agent Workspace
• Customer Profiles
• Lex Integration
• Lambda Integrations
• Amazon Connect Reporting & Analytics

Business Analysis Skills

• Requirements elicitation and documentation.
• Process mapping
• User story creation and backlog management.
• Gap analysis and business process re-engineering.

Tools

• Jira
• Confluence
• Visio/Lucidchart
• Microsoft Office Suite

Nice to Have

• Amazon Lex
• AWS Lambda
• Amazon Polly
• CRM integrations (Salesforce, ServiceNow, Dynamics)
• Contact Center domain expertise (Banking, Insurance, Telecom, Healthcare)