Business Systems Analyst

Momento USA LLC; Dallas (TX); On-site; USD 90,000 - 120,000; Full time

Job summary

Momento USA is seeking a Business Systems Analyst to support its Dallas, TX, MO and NY locations, with a focus on Amazon Connect-based contact center solutions, IVR modernization, and cloud migration initiatives.

You will partner with business stakeholders, product owners, project managers, UX designers, development and QA teams to gather and document requirements, translate needs into functional specs, and ensure successful delivery from discovery through go-live and post-production support in

Qualifications

• Bachelor’s degree or equivalent experience in business/IS/CS.
• Experience documenting business requirements, BRDs, and user stories.
• Hands-on experience with Amazon Connect-based contact center projects.
• Proficient with Jira and Confluence in Agile environments.

Responsibilities

• Support Amazon Connect contact center migration initiatives.
• Gather, analyze, validate, document, and manage requirements.
• Translate needs into functional specs, process flows, and user stories.
• Collaborate with Product Owners, PMs, UX, Dev, QA, and operations.
• Support UAT planning, deployment readiness, go-live and post-production validation.

Skills

Amazon Connect

Contact Center

Requirements elicitation

Agile delivery

Jira

Confluence

Stakeholder mgmt

User stories

Process mapping

Education

Bachelor's degree in business administration, Information Systems, Computer Science, or related field

Tools

Jira

Confluence

Microsoft Office

Visio

Figma

Job description

Momento USA is a global technology consulting, talent acquisition and creative development firm that addresses clients most pressing needs and challenges.

We currently looking for Business Systems Analyst our client location based on - Dallas, TX and MO and NY . Please see the job description below for your reference.

Job Title -Business Systems Analyst
Location -Dallas, TX ,MO and NY.
Duration -Long term contract

• Amazon Connect or Contact Center experience is required. Candidates should have hands-on experience in either Amazon Connect or Contact Center technologies.

Business Systems Analyst Amazon Connect Contact Center

Job Overview

We are seeking a Business Systems Analyst with strong experience in Amazon Connect-based contact center solutions to support contact center transformation, IVR modernization, and cloud migration initiatives. This role will partner with business stakeholders, product owners, project managers, UX designers, development teams, QA teams, and technical teams to gather and document requirements, analyze business processes, support solution design, and ensure successful delivery from discovery through go-live and post-production support.

Key Responsibilities

• 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 change through resolution.
• Validate delivered solutions against approved business requirements, customer experience goals, and organizational standards.

Required Qualifications

• 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.

Preferred Qualifications

• 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.

Skills

• 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.

Note: Momento USA is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

Thanks,

Selvamani Devaraju

Sr. Technical Recruiter

Momento USA | Exceeding Customer Expectations

440 Benigno Blvd, Unit#A 2nd Floor. Bellmawr, NJ 08031

Interstate Business Park

Direct: [phone] / Board: 856-456-1805 Ext 1035

Email: [e-mail]

LinkedIn: https://www.linkedin.com/in/selvamani-devaraju-3692b1148/

Note: Momento USA is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.