Business Analyst with Amazon Connect

About this role

Dice is the leading career destination for tech experts at every stage of their careers. Our client, Teknoviq Solutions, is seeking the following. Apply via Dice today!


Job Summary
We are looking for a
Business Analyst with strong experience in Amazon Connect
to support the design, optimization, and analytics of cloud-based contact center solutions. The role bridges business stakeholders, operations, and technical teams to translate business needs into scalable
Amazon Connect
solutions, reporting, and process improvements.


Key Responsibilities

• Gather, analyze, and document business requirements related to Amazon Connect contact center operations
• Work closely with stakeholders (Operations, CX, IT, Product) to understand customer journeys and call flows
• Translate business needs into functional requirements, user stories, and process maps
• Support the design and enhancement of Amazon Connect features including:
• Contact flows
• Queues and routing strategies
• IVR/self-service solutions
• Agent workflows
• Analyse contact centre performance using Amazon Connect metrics, CTR reports, and dashboards
• Partner with data teams to define KPIs such as AHT, SLA, CSAT, FCR, and call abandonment
• Support integrations with CRM systems (Salesforce, ServiceNow, Zendesk, etc.)
• Assist in UAT planning, execution, and defect tracking
• Identify opportunities for automation, cost optimization, and improved customer experience
• Create clear documentation, SOPs, and business process flows

Required Skills & Qualifications

• Bachelor s degree in Business, IT, Engineering, or related field
• 6+ years of experience as a Business Analyst, preferably in contact centre or CX environments
• Hands-on experience with Amazon Connect (mandatory)
• Strong understanding of contact centre operations and metrics
• Experience writing BRDs, FRDs, user stories, and acceptance criteria
• Knowledge of AWS services related to Amazon Connect (Lambda, S3, CloudWatch...