Amazon Connect & IVR Solutions Analyst

Staffingine LLC

Dallas (TX)

On-site

USD 83,000 - 124,000

Full time

14 days+

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Job summary

Staffingine LLC is seeking a Business Systems Analyst in Dallas, TX to support Amazon Connect contact center initiatives from discovery through deployment and post‑production support. You will gather, analyze, and document business and system requirements across the project lifecycle, translate needs into user stories, and collaborate with cross‑functional teams to ensure successful delivery.

The role demands hands-on experience with contact center operations, IVR design, and Jira/Confluence in

Qualifications

Bachelor's degree or equivalent professional experience.
Experience as a Business Systems Analyst or similar role supporting contact center/IVR/CRM/cloud initiatives.
Hands-on experience with Amazon Connect-based deployments or migrations.
Strong understanding of contact center operations, IVR design, call routing, and customer journeys.
Experience documenting business requirements, functional specs, process flows, user stories, and acceptance criteria.
Experience working in Agile environments with Jira and Confluence.

Responsibilities

Support Amazon Connect contact center and IVR migration initiatives from discovery through implementation and post-production support.
Gather, analyze, document, and manage business and system requirements throughout the project lifecycle.
Translate business needs into functional requirements, process flows, user stories, and technical docs.
Collaborate with Product Owners, Project Managers, UX Designers, Dev Teams, QA, and Tech Leads.
Facilitate workshops, backlog refinement, sprint planning, demos, and status discussions.
Track defects, changes, risks, dependencies, and assurance activities through resolution.