Remote Amazon Connect Analyst for Call Center Ops

Mutual of Omaha; United States; Hybrid; USD 60,000 - 74,000; Full time

Benefits offered by this job

401(k) plan with a 2% company contrib.

6% company match.

Job summary

Mutual of Omaha is seeking a Business Systems Analyst II for its Contact Center Technology team, owning Amazon Connect changes across ~30 call centers. You will gather requirements from stakeholders, translate them into specs for developers, and validate solutions through testing before rollout.

In this role, you will write user stories in JIRA, coordinate with developers, and participate in automated testing using Cyara.

Qualifications

• Experience gathering, analyzing, and documenting business and system requirements for technical implementations.
• Ability to translate business needs into clear technical specifications for developers.
• Familiarity with test planning and validation processes, including automated testing is a plus.

Responsibilities

• Gather, analyze, and document requirements for Amazon Connect changes across call centers.
• Write user stories and requirements in JIRA, with Confluence templates.
• Coordinate with developers to validate functionality through hands-on testing and Cyara usage.
• Own requirements and testing for a growing portfolio of call centers (~30 centers).
• Support new contact center initiatives and infrastructure considerations.

Skills

Requirements gathering

Documentation

Stakeholder liaison

Testing coordination

Tools

JIRA

Confluence

Cyara

NICE

Job description

Mutual of Omaha is seeking a Business Systems Analyst II for its Contact Center Technology team, owning Amazon Connect changes across ~30 call centers. You will gather requirements from stakeholders, translate them into specs for developers, and validate solutions through testing before rollout.

In this role, you will write user stories in JIRA, coordinate with developers, and participate in automated testing using Cyara.