Business Systems Analyst II – Contact Center Technology - Remote
Company: Mutual of Omaha
Location: Location not specified (Remote)
Type: Full-time
Remote: Yes
Posted: 2026-09-07
About this role
Business Systems Analyst II - Contact Center Technology (Amazon Connect)
We are seeking a Business Systems Analyst to join our Contact Center Technology team, which owns Amazon Connect for all ~30 of our call centers. The team migrated off Genesys to Amazon Connect roughly eight years ago and has run it ever since — it's a stable, established environment, but a high-demand one, since call centers are constantly evolving and need ongoing contact flow and routing changes (new queues, phone number/DID changes, reorg-driven updates, and more). In this individual contributor role, you will partner with business stakeholders to gather and document requirements, translate business needs into Amazon Connect configuration changes, and validate solutions through testing before they are turned over to the business.
WHAT WE CAN OFFER YOU:
- Business Systems Analyst II: $60,000 - $74,000
- 401(k) plan with a 2% company contribution and 6% company match.
- Work-life balance with vacation, personal time and paid holidays. See our benefits and perks page for details.
Applicants for this position must not now, nor at any point in the future, require sponsorship for employment.
*This role is classified as remote; however, periodic in-person attendance will be required at times for activities such as quarterly or project planning, training, or other business-critical meetings*
WHAT YOU'LL DO:
- Partner with business stakeholders across our call center operations to gather, analyze, and document requirements for Amazon Connect changes — such as queue additions, phone number/DID assignments, routing profile updates, quick connects, and contact flow adjustments driven by reorgs and other evolving business needs — 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 (e.g., downstream reporting impacts) are captured during re...