Business Analyst Reporting Analytics Amazon Connect Analyst
Posted on :
14-03-2024
Employer Active
1 Vacancy
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Job Description
Req ID : 2627187
Overview:
TekWissen Group is a workforce management provider throughout the USA and many other countries in the world. Our client is an American multinational information technology services and consulting company and is a leading provider of information technology consulting and business process outsourcing services dedicated helping the worlds leading companies build stronger businesses.
Title: Business Analyst & Reporting & Analytics (Amazon Connect Analyst)
Work Location: Atlanta GA 30331
Job Type: Contract
Work Type: Hybrid
Duration: 9 Months
Job Description:
Must Haves:
- Amazon Connect
- AWS Quicksight
- Genesys Customer Experience
- Contact Center Modernization Genesys to Amazon Connect Migration
- The Contact Center Modernization project aims at migrating all Lines of Business using Genesys as their Contact Center solution to Amazon Connect a 100% cloud based Omni channel contact center to support the everevolving customer journey by providing superior customer service across voice and chat at a lower cost.
Role:
- Business Analyst & Reporting & Analytics Design Owner
Responsibilities:
- Review existing Contact Center reporting capabilities (real time historic & analytics) with Lines of Business and map capabilities to target state Amazon Connect platform.
- To the extent feasible satisfy reporting requirements for Lines of Business migrating to Connect using out of the box capabilities in Connect.
- Document reporting capabilities that require custom solutions and assist development team with the design of the reporting framework.
- Partner with Enterprise Data Office & Business Insights team to assist Lines of Business with data mapping for historical reporting via Enterprise Data Lake.
- Build knowledge base (user guides trainings/demo) and provide assistance for Lines of Business with their reporting queries.
- Conduct Customer Interviews & Discovery sessions with Lines of Business to migrate Contact Centers from legacy Genesys to target state cloud platform Amazon Connect.
- Analyse existing contact center capabilities for Lines of Business and map capabilities to target state Amazon Connect platform.
- Review existing call flows with business stakeholders and identify changes to existing business functionality based on conversion to client standard Connect.
- Document the identified changes as requirements and design the target state call flows.
- Organize walkthrough of business requirements and call flows for project stakeholders.
- Guide development and QA teams in the development and testing phases respectively.
- Support Lines of Business in User Acceptance Testing.
- Prioritize and schedule migration based on LOE and overall readiness.
TekWissen Group is an equal opportunity employer supporting workforce diversity.
Employment Type
Full Time
Key Skills
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