Remote: Business Systems Analyst II, Amazon Connect

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

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.