Staff Routing Systems Analyst - AI-Driven, Cross-Org Leader

Intuit Inc.; Atlanta (GA); On-site; USD 160,000 - 210,000; Full time

Job summary

Intuit Inc. seeks a Staff Business Systems Analyst to own end-to-end routing initiatives across Americas, EMEA and APac, partnering with stakeholders to deliver risk-aware solutions. The role emphasizes an AI-first mindset and hands-on CUP/Amazon Connect configuration.

You will configure multi-region environments, analyze routing performance, and mentor colleagues while contributing to a broader routing strategy and platform capability needs.

Qualifications

• 5–8+ years of experience in business systems analysis or related field.
• Hands-on with contact center routing platforms, especially Amazon Connect.
• Proven ability to lead cross-functional initiatives from discovery to delivery.
• Strong analytical skills with experience in operational data platforms (QlikSense, Splunk, Databricks).
• AI-first mindset with experience applying GenAI tools to routing problems.

Responsibilities

• Lead complex, cross-functional routing initiatives end-to-end — from stakeholder discovery and requirements synthesis through CUP/Amazon Connect configuration, UAT coordination, production deployment, and post-launch monitoring.
• Drive routing design decisions across ambiguous problem spaces; synthesize inputs from GBSG BU stakeholders, WFM Operations, Product Development, and Virtual Expert Platform (VEP) to produce clear, risk-aware solutions.
• Configure and maintain multi-region Amazon Connect environments (Americas, EMEA, APac), including routing profiles, queue and skill assignments, outbound campaign dialer configurations, and Hours of Operation (HOO).
• Execute advanced CUP configurations including ABR route plans, GenAI/AI Routing (AIR) configurations, eligibility logic, overflow/failover behavior, and Toll Free Number (TFN) call type management.
• Analyze routing performance across GBSG contact channels — transfer rates, routing accuracy, multi-contact rates — using QlikSense, Splunk, and Databricks; translate findings into actionable routing strategy recommendations.
• Serve as a CUP/CUE subject matter expert for GBSG stakeholders; provide clear guidance on platform capabilities and constraints, and advise on design tradeoffs.
• Manage P0 incident response within 15-minute SLA; lead root cause analysis for routing-caused incidents and drive preventive configuration changes to reduce recurrence.
• Contribute to routing strategy authorship: identify systemic improvement opportunities and develop recommendations that inform both near-term configuration decisions and longer-term platform capability needs.
• Coach and elevate team members; raise quality standards across team documentation, design patterns, and configuration practices.
• Proactively apply AI tools (ChatGPT, Gemini, GenAI platforms) to accelerate analysis, configuration work, and documentation — and advocate for broader AI adoption within the team's workflows.

Skills

Amazon Connect

CUP/CUE experience

GenAI/AI Routing

ABR routing

Education

Bachelor's degree in Information Technology, Business, Computer Science

Tools

QlikSense

Splunk

Databricks

Job description

Intuit Inc. seeks a Staff Business Systems Analyst to own end-to-end routing initiatives across Americas, EMEA and APac, partnering with stakeholders to deliver risk-aware solutions. The role emphasizes an AI-first mindset and hands-on CUP/Amazon Connect configuration.

You will configure multi-region environments, analyze routing performance, and mentor colleagues while contributing to a broader routing strategy and platform capability needs.