Remote Amazon Connect Analyst - Contact Center Transformation

Everest Global Solutions

Coppell (TX)

Remote

USD 85,000 - 110,000

Full time

14 days+

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Job summary

Everest Global Solutions seeks a Business Systems Analyst with strong Amazon Connect experience to drive contact center transformation, IVR modernization, and cloud migration initiatives. You will partner with stakeholders, product owners, project managers, UX and development teams to gather and document requirements and ensure delivery from discovery to go-live and post-production support.

You will analyze IVR flows, customer journeys, and routing logic, translate needs into functional specs,

Qualifications

Bachelor's degree in Business Administration, Information Systems, Computer Science, or related field, or equivalent professional experience.
Experience as a Business Systems Analyst or similar role supporting contact center, IVR, CRM, or cloud tech initiatives.
Hands-on experience with Amazon Connect-based contact center implementations, migrations, or production support.
Strong understanding of contact center operations, IVR design, call routing, self-service flows, agent workflows, and reporting needs.
Experience documenting requirements, process flows, user stories, acceptance criteria, and traceability matrices.
Experience in Agile environments with Jira and Confluence.
Ability to collaborate with stakeholders, product owners, project managers, UX teams, developers, QA, and architects.
Strong analytical, communication, facilitation, and problem-solving skills.

Responsibilities

Support Amazon Connect 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, flows, user stories, and technical docs.
Analyze IVR flows, customer journeys, prompts, routing, self-service, and escalation paths.
Identify gaps, dependencies, risks, and opportunities for process improvements across states.
Create and maintain BRDs, functional specs, traceability docs, Jira stories, and Confluence pages.
Facilitate requirement workshops, reviews, backlog refinement, sprint planning, demos, and status discussions.
Collaborate with Product Owners, Project Managers, UX Designers, Dev, QA, and Tech teams for alignment.
Review customer journeys with UX using Figma for design reviews and alignment.
Support UAT planning, defect triage, sign-off, deployment readiness, and go-live activities.
Track defects, enhancements, risks, and changes through resolution.
Validate delivered solutions against requirements and standards.