Business Analyst

This role is a Business Analyst focused on contact center modernization, responsible for leading discovery workshops with customer stakeholders and translating business requirements into functional specifications for Amazon Connect implementations. The position involves analyzing call center interactions to surface undocumented processes and root-cause self-service containment failures, then converting those findings into AI agent scripts and improvement recommendations. Serving as the primary liaison between customer stakeholders and the delivery team, the role owns business requirements documents, traceability matrices, and UAT facilitation while mentoring junior BAs.