Location: REMOTE / Toronto, Ontario
This job allows you to work remotely.
Our client is a leading technology solutions provider with over 600 professionals across 14 offices in North America. At the forefront of innovation, they deliver cutting-edge solutions rooted in integrity, accountability, and technical excellence. Their employees serve as ambassadors, ensuring partners receive world-class service through transformative communication technologies.
We are seeking a Business Analyst to drive contact center modernization and Agentic AI initiatives within our Amazon Connect practice. This role is focused on the critical intersection of business strategy and technical execution.
You will be responsible for translating complex business and CX needs into clear requirements, prioritized use cases, and actionable journeys. Working closely with architecture and delivery teams, you will enable AI-driven outcomes that result in measurable improvements for both customers and agents.
Special Perks:
This position is 100% remote
Must Have Skills:
• Requirements Elicitation & Prioritization: Lead workshops and interviews to gather business requirements, ensuring they are prioritized based on ROI and CX impact.
• Customer & Agent Analysis: Analyze existing workflows to identify friction points and design optimized future-state journeys for both callers and contact center staff.
• Business-Technology Translation: Serve as the translator between non-technical business stakeholders and technical teams to ensure the final CCaaS solution meets business goals.
• Use Case Development: Define and document high-value use cases for Agentic AI, Lex bots, and automated self-service workflows.
• Outcome Measurement: Partner with stakeholders to define KPIs and ensure the implemented solutions deliver measurable experience outcomes.
Required Skills & Experience
• CCaaS & Amazon Connect Familiarity: Strong understanding of contact center operations and the Amazon Connect ecosystem.
• Requirements Management: Expertise in eliciting, documenting, and managing requirements throughout the project lifecycle.
• AI/CX Literacy: Knowledge of how AI, Generative AI, and NLU (Natural Language Understanding) can be applied to improve customer service.
• Analytical Rigor: Proficiency in data-driven analysis to justify use case prioritization and measure project success.
• Stakeholder Management: Exceptional communication skills with the ability to align diverse business and technical groups.
• Agile Tools: Expert-level experience with Jira or ADO for managing user stories, acceptance criteria, and sprints.
