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Amazon Connect Business Analyst Jobs (NOW HIRING)

Hirekeyz Inc

Amazon Connect

Plano, TX · On-site

... Call Audio Analysis with help of Amazon Lambda, S3, Transcription, Comprehend, Glue, Athena ... business decisions Critical thinking Good presentation skills

Donato Technologies, Inc

Amazon Connect

Plano, TX · On-site

Speech Lex, Real-time dashboard, Call Audio Analysis with help of Amazon Lambda, S3, Transcription ... Ability to provide high quality insight to stakeholders to inform business decisions * Critical ...

Headway Tek Inc

Amazon Connect Developer

Manhattan, NY · On-site

Lead Systems Engineer Amazon Connect Healthcare Contact Center Technology Location:St Louis,MO or ... Support operational reporting and analytics that help business teams monitor service levels ...

Accuro Group

Amazon Connect Consultant

Seattle, WA · On-site

CTR Data analysis Serve as a consultative technology point of contact in the planning, design, implementation and maintenance of Amazon Connect. * Serve as the technology consultant to determine ...

Avanciers LLC

Amazon Connect Developer

Richardson, TX · On-site

Translate business requirements into scalable and reliable technical solutions. * Participate in ... Strong analytical, troubleshooting, communication, and collaboration skills. Education & Additional ...

Xforia, Inc.

Amazon Connect Consultant

Contact Center architecture knowledge. • Excellent analytical and communication (oral & written ... Amazon Connect • Salesforce Service Cloud experience beyond the native Amazon Connect to ...

Eightelevengroup

$70 - $80/hr

Analyze customer and agent journeys to improve routing logic, containment, transfers, and overall ... Translate business routing needs into scalable Amazon Connect technical solutions * Document ...

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Amazon Connect Business Analyst information

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How much do amazon connect business analyst jobs pay per hour?

As of Sep 14, 2026, the average hourly pay for amazon connect business analyst in the United States is $47.43, according to ZipRecruiter salary data. Most workers in this role earn between $35.58 and $59.38 per hour, depending on experience, location, and employer.

What is an Amazon Connect Business Analyst?

An Amazon Connect Business Analyst is a professional who specializes in analyzing and optimizing contact center solutions using Amazon Connect, a cloud-based customer service platform. They work with business stakeholders to gather requirements, map customer journeys, and translate business needs into technical specifications for implementation. Their responsibilities often include data analysis, reporting, process improvement, and ensuring that Amazon Connect solutions align with organizational goals. Additionally, they collaborate with IT teams, end-users, and sometimes external vendors to enhance customer experience and streamline communication workflows.

What are the key skills and qualifications needed to thrive as an Amazon Connect Business Analyst?

To thrive as an Amazon Connect Business Analyst, you need strong analytical skills, experience in contact center operations, and a background in business analysis or a related field. Familiarity with Amazon Connect, AWS services, CRM systems, and data visualization tools like Tableau or Power BI is typically required. Excellent problem-solving abilities, communication skills, and stakeholder management distinguish top performers in this role. These competencies are essential for interpreting customer data, optimizing contact center workflows, and delivering actionable insights that drive business improvements.

How does an Amazon Connect Business Analyst typically collaborate with cross-functional teams during the implementation of contact center solutions?

As an Amazon Connect Business Analyst, you will frequently work alongside engineers, project managers, and customer support leaders to gather requirements, design workflows, and ensure smooth deployment of contact center solutions. Your role involves translating business needs into technical specifications and facilitating communication between technical teams and stakeholders. Regular meetings and documentation updates are common, and you may participate in user acceptance testing and training sessions to ensure the solution meets business objectives. Effective collaboration and strong communication skills are essential to bridge the gap between business goals and technical implementation.

What is the difference between Amazon Connect Business Analyst vs Customer Service Analyst?

AspectAmazon Connect Business AnalystCustomer Service Analyst
Required CredentialsBachelor's in Business, IT, or related field; familiarity with Amazon ConnectBachelor's in Business, Communications, or related field; customer service experience
Work EnvironmentTech-focused, call center technology environment, data analysisCustomer service centers, call centers, client interaction
Employer & Industry UsageTech companies, contact centers using Amazon ConnectRetail, telecom, service industries
Comparison Search IntentUnderstanding roles involving Amazon Connect and analyticsCustomer service performance and support roles

The Amazon Connect Business Analyst focuses on analyzing contact center data and optimizing Amazon Connect systems, often working with technical teams. In contrast, a Customer Service Analyst primarily evaluates customer interactions and service quality. While both roles involve customer data, the Business Analyst emphasizes system and process improvements within Amazon Connect environments.

What are popular job titles related to Amazon Connect Business Analyst jobs?

For Amazon Connect Business Analyst jobs, the most frequently searched job titles are:

Infographic showing various Amazon Connect Business Analyst job openings in the United States as of September 2026, with employment types broken down into 1% Internship, 83% Full Time, 14% Part Time, and 2% Contract. Highlights an 88% Physical, 3% Hybrid, and 9% Remote job distribution, with an average salary of $98,662 per year, or $47.4 per hour.

Business Systems Analyst Amazon Connect Contact Center

Dallas, TX • On-site

Headway Tek Inc
IT Services • 11 - 50 employees
Learn more about Headway Tek Incexternal

Other

This job post has expired today. Applications are no longer accepted.

Job description

Business Systems Analyst Amazon Connect Contact Center

Location:Dallas,TX or St louis,MO or New york,NY or Remote (Hybrid)

C2C or W2

Independent Contractors

Job Overview

We are seeking a Business Systems Analyst with strong experience in Amazon Connect-based contact center solutions to support contact center transformation, IVR modernization, and cloud migration initiatives. This role will partner with business stakeholders, product owners, project managers, UX designers, development teams, QA teams, and technical teams to gather and document requirements, analyze business processes, support solution design, and ensure successful delivery from discovery through go-live and post-production support.

Key Responsibilities
  • Support Amazon Connect contact center and IVR migration initiatives from discovery through implementation, deployment, hypercare, and post-production support.
  • Gather, analyze, validate, document, and manage business and system requirements throughout the project lifecycle.
  • Translate business needs into functional requirements, process flows, workflow diagrams, user stories, acceptance criteria, and technical documentation.
  • Analyze IVR call flows, customer journeys, prompts, authentication methods, routing logic, self-service functionality, agent transfers, and escalation paths.
  • Identify requirement gaps, dependencies, risks, migration impacts, and opportunities for process improvement across current-state and future-state solutions.
  • Create and maintain BRDs, functional specifications, requirement traceability documentation, Jira user stories, Confluence pages, and other project artifacts.
  • Facilitate requirement workshops, stakeholder reviews, backlog refinement sessions, sprint planning, demos, and project status discussions.
  • Collaborate with Product Owners, Project Managers, Business Stakeholders, UX Designers, Development Teams, QA Teams, and Technical Teams to ensure alignment across delivery workstreams.
  • Partner with UX teams using Figma to review customer journey designs, IVR experiences, and business requirement alignment.
  • Support UAT planning, requirement validation, defect triage, business sign-off, deployment readiness, go-live activities, and post-production validation.
  • Track defects, enhancements, risks, dependencies, action items, and requirement changes through resolution.
  • Validate delivered solutions against approved business requirements, customer experience goals, and organizational standards.

Required Qualifications
  • Bachelor's degree in Business Administration, Information Systems, Computer Science, or a related field, or equivalent professional experience.
  • Experience as a Business Systems Analyst, Business Analyst, Product Analyst, or similar role supporting contact center, IVR, CRM, or cloud technology initiatives.
  • Hands-on experience supporting Amazon Connect-based contact center implementations, migrations, enhancements, or production support activities.
  • Strong understanding of contact center operations, IVR design, call routing, self-service flows, agent workflows, customer experience journeys, and operational reporting needs.
  • Experience documenting business requirements, functional specifications, process flows, user stories, acceptance criteria, and requirement traceability matrices.
  • Experience working in Agile delivery environments with tools such as Jira and Confluence.
  • Ability to collaborate effectively with business stakeholders, product owners, project managers, UX teams, developers, QA teams, and technical architects.
  • Strong analytical, communication, facilitation, and problem-solving skills with the ability to translate complex business needs into clear delivery-ready requirements.

Preferred Qualifications
  • Experience with AWS services commonly used in contact center solutions, including AWS Lambda, Amazon Lex, Amazon DynamoDB, CloudWatch, and related integration patterns.
  • Familiarity with contact center analytics, call recordings, queue metrics, agent performance dashboards, reporting requirements, and operational KPIs.
  • Experience supporting healthcare, insurance, financial services, or other regulated contact center environments.
  • Experience with QA and testing activities, including UAT coordination, test scenario review, defect triage, and production validation.
  • Familiarity with customer journey mapping, Figma-based design reviews, conversational design, prompt management, and omnichannel support capabilities.

Skills
  • Business Analysis: Requirements elicitation, stakeholder analysis, process mapping, gap analysis, user story writing, acceptance criteria, backlog support, and requirement traceability.
  • Contact Center Domain: IVR flows, call routing, queue management, agent transfers, self-service design, escalation paths, customer journey analysis, and operational reporting.
  • Amazon Connect: Contact flows, routing profiles, queues, prompts, Lex integration, Lambda integration, DynamoDB lookups, call attributes, and cloud-based contact center delivery concepts.
  • Delivery Tools: Jira, Confluence, Microsoft Office, Visio or process flow tools, Figma review, and collaboration platforms.
  • Testing and Validation: UAT support, test case review, defect triage, requirement validation, production readiness, go-live support, and post-deployment verification.
  • Communication: Workshop facilitation, stakeholder presentations, cross-functional coordination, documentation, issue resolution, and executive-ready status communication.

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