Business Systems Analyst II – Contact Center Technology - Remote

Mutual of Omaha Insurance Co.; United States; Remote; USD 60,000 - 74,000; Full time

Benefits offered by this job

Salary: $60,000 - $74,000

401(k) with 2% company contribution; 6

Paid vacation and holidays

Job summary

Mutual of Omaha Insurance Co. is seeking a Business Systems Analyst II for Contact Center Technology (Amazon Connect). You will partner with stakeholders to gather requirements, translate them into Connect configurations, and validate solutions through testing before handoff to the business.

You will also handle tickets from ServiceNow, participate in after-hours deployments, and support ongoing center operations across ~30 call centers in a remote-capable role within the United States.

Qualifications

• Experience gathering, analyzing, and documenting business and system requirements, and translating them into technical specifications for developers.
• Working familiarity with Amazon Connect concepts — routing profiles, queues, quick connects, contact flows.
• Experience supporting testing/QA activities, including test case development and validation; comfort with automated testing is a plus.
• Experience documenting in JIRA and Confluence, or comparable tools.
• Strong communication skills, with the ability to translate between business and technical stakeholders and hand off requirements to developers.
• Ability to work independently, build subject-matter expertise across multiple business lines/call centers, and manage competing priorities in a fast-paced environment.
• Located in the United States, able to work remotely with a high-speed internet connection.

Responsibilities

• Partner with business stakeholders across our call center operations to gather, analyze, and document requirements for Amazon Connect changes and translate them into technical specifications developers can build from.
• Write user stories and requirements in JIRA, using a Confluence-based intake template to ensure key considerations are captured during requirements conversations.
• Partner with developers to implement changes, then build and execute test cases to validate functionality, including IVR testing and Cyara testing.
• Own the requirements, business relationship, and testing/communication for a growing portfolio of call centers (about 30 centers total).
• Support new contact center initiatives from inception by partnering with technical teams on infrastructure considerations.
• Contribute to expanding the team's use of automated testing within Cyara.
• Work alongside one other Business Systems Analyst in a fully individual-contributor capacity.
• Assist in testing deployments, which is done after hours every other week.

Job description

Business Systems Analyst II - Contact Center Technology (Amazon Connect)

We are seeking a Business Systems Analyst to join our Contact Center Technology team, which owns Amazon Connect for all ~30 of our call centers. The team migrated off Genesys to Amazon Connect roughly eight years ago and has run it ever since — it's a stable, established environment, but a high-demand one, since call centers are constantly evolving and need ongoing contact flow and routing changes (new queues, phone number/DID changes, reorg-driven updates, and more). In this individual contributor role, you will partner with business stakeholders to gather and document requirements, translate business needs into Amazon Connect configuration changes, and validate solutions through testing before they are turned over to the business.

Part of the responsibilities is working on tickets sent to the team from ServiceNow during mostly normal business hours.

This role also requires assisting in testing deployments which is done after hours (usually starts around 9 pm central) every other week.

WHAT WE CAN OFFER YOU:

• Business Systems Analyst II: $60,000 - $74,000
• 401(k) plan with a 2% company contribution and 6% company match.
• Work-life balance with vacation, personal time and paid holidays. See our benefits and perks page for details.
  

Applicants for this position must not now, nor at any point in the future, require sponsorship for employment.

This role is classified as remote; however, periodic in-person attendance will be required at times for activities such as quarterly or project planning, training, or other business-critical meetings

WHAT YOU'LL DO:

• Partner with business stakeholders across our call center operations to gather, analyze, and document requirements for Amazon Connect changes — such as queue additions, phone number/DID assignments, routing profile updates, quick connects, and contact flow adjustments driven by reorgs and other evolving business needs — and translate them into technical specifications developers can build from.
• Write user stories and requirements in JIRA, using a Confluence-based intake template to ensure key considerations (e.g., downstream reporting impacts) are captured during requirements conversations with the business.
• Partners with developers who implement the requested changes, then build and execute test cases to validate functionality — including hands-on IVR testing and use of the team's Cyara testing tool — before handoff to the business.
• Own the requirements, business relationship, and testing/communication for a growing portfolio of call centers (the team supports roughly 30 centers total). New team members typically ramp on a smaller set of less complex centers first, then take on larger, higher-volume centers as they build expertise.
• Support new contact center initiatives from inception — for example, if the team rolls out new Amazon Connect functionality — partnering with technical teams on the underlying infrastructure considerations.
• Contribute to expanding the team's use of automated testing within Cyara.
• Work alongside one other Business Systems Analyst on the team, plus supporting engineers, in a fully individual-contributor capacity.
• Assist in testing deployments which is done after hours (usually starts around 9 pm central) every other week.
  

WHAT YOU'LL BRING:

• Experience gathering, analyzing, and documenting business and system requirements, and translating them into technical specifications specific enough for developers to act on (e.g., which routing profile, queue, or quick connect needs to change).
• Working familiarity with Amazon Connect concepts — routing profiles, queues, quick connects, contact flows — enough to ask the right questions and write requirements a developer can implement without back-and-forth.
• Experience supporting testing/QA activities, including test case development and validation; comfort with (or openness to) automated testing is a plus.
• Experience documenting in JIRA and Confluence, or comparable tools.
• Strong communication skills, with the ability to translate between business and technical stakeholders and clearly hand off requirements to developers at varying experience levels.
• Ability to work independently, build subject-matter expertise across multiple business lines/call centers, and manage competing priorities in a fast-paced environment.
• Located in the United States, able to work remotely with a high-speed internet connection.
  

PREFERRED:

• Hands-on Amazon Connect experience deep enough to personally work in contact flows and routing configuration, not just writing requirements for them — not expected of most candidates, but exactly the kind of technical depth that would set someone apart.
• Platform-level Amazon Connect knowledge, such as Lambda functions tied to contact flows.
• Prior experience within a call center or IVR systems environment.
• Experience with the Cyara testing tool (not required — training will be provided).
• Familiarity with NICE (screen/voice recording) is a modest plus, not a priority — the team is evaluating moving off NICE as early as next year, and one existing team member already covers this depth.
  

If you have questions about your application or the hiring process, email our Talent Acquisition area at [e-mail]. Please allow at least one week from time of applying if you are checking the status.