Staff Business Systems Analyst – AI-Driven Routing Lead

Intuit; Atlanta (GA); On-site; USD 157,000 - 229,000; Full time

Job summary

Intuit's GBSG Routing RTB team is seeking a Staff Business Systems Analyst to tackle ambiguous, end-to-end routing problems across global contact channel landscapes. This role leads independently, influences technology decisions across stakeholders, and acts as a CUP/CUE and Amazon Connect platform SME for Americas, EMEA, and APac.

You will manage cross-region routing configurations, perform advanced analytics, drive incident response, and proactively apply GenAI tools to accelerate delivery and

Qualifications

• 5–8+ years of experience in business systems analysis or similar.
• Experience with contact center routing platforms is preferred (Amazon Connect).
• Ability to lead cross-functional initiatives from discovery to delivery independently.
• Strong analytics experience with operational data platforms.

Responsibilities

• Lead cross-functional routing initiatives end-to-end from discovery to deployment.
• Configure and maintain multi-region Amazon Connect environments across regions.
• Execute advanced CUP configurations and AI routing logic.
• Analyze routing performance and translate findings into actionable strategies.
• Serve as CUP/CUE SME and advise on design tradeoffs.
• Manage P0 incidents within SLA and drive preventive changes.
• Apply GenAI tools to accelerate analysis and documentation.

Skills

Analytical skills

Stakeholder management

Ambiguity resolution

Agile/Scrum/Kanban

Communication

AI/GenAI mindset

Education

Bachelor's degree in Information Technology, Computer Science, or related field

Tools

QlikSense

Splunk

Databricks

Amazon Connect

CUP

CUE

Job description

Intuit's GBSG Routing RTB team is seeking a Staff Business Systems Analyst to tackle ambiguous, end-to-end routing problems across global contact channel landscapes. This role leads independently, influences technology decisions across stakeholders, and acts as a CUP/CUE and Amazon Connect platform SME for Americas, EMEA, and APac.

You will manage cross-region routing configurations, perform advanced analytics, drive incident response, and proactively apply GenAI tools to accelerate delivery and