Amazon connect Technical Analyst

We are seeking a Business Analyst to support a global initiative to enhance the operational excellence of an AWS Connect Contact Center as a Service (CCaaS) platform. You will play a key role in creating a centralized knowledge repository and enabling seamless support for mission-critical contact center operations. The focus is on building standardized documentation playbooks and process flows that empower the support team to resolve issues efficiently and ensure consistent service delivery.

Responsibilities:

• Develop visual process flows for AWS Connect CCaaS support and operations.
• Create standardized troubleshooting playbooks for the CCaaS support team.
• Build how-to guides and knowledge documents for helpdesk and internal teams.
• Document alert resolution steps to streamline issue remediation.
• Analyze ServiceNow incidents RCAs and historical events to extract and formalize knowledge objects for documentation.
• Work closely with operations support team members to execute mock troubleshooting sessions.
• Enhance and organize existing documents knowledge articles and playbooks to align with agreed standards and formats.

Qualifications :

• 4 years of technical writing experience in contact center projects.
• 3 years of hands-on AWS Connect CCaaS experience (support/operations).
• Proficiency in documentation tools (MS Word Excel Visio/) and collaboration platforms (SharePoint).
• Working knowledge of MS Project for task tracking and planning.
• Strong analytical skills to interpret system metrics and drive actionable insights.
• Proven troubleshooting skills for contact center technical implementations.
• Experience working in agile environments with evolving cloud technologies.

Nice to have:

• Experience using MKDocs.
• CCaaS industry experience.

We offer:

• Culture of Relentless Performance: join an unstoppable technology development team with a 99% project success rate and more than 30% year-over-year revenue growth. 
• Competitive Pay and Benefits: enjoy a comprehensive compensation and benefits package including health insurance and a relocation program. 
• Work From Anywhere Culture: make the most of the flexibility that comes with remote work. 
• Growth Mindset: reap the benefits of a range of professional development opportunities including certification programs mentorship and talent investment programs internal mobility and internship opportunities. 
• Global Impact: collaborate on impactful projects for top global clients and shape the future of industries. 
• Welcoming Multicultural Environment: be a part of a dynamic global team and thrive in an inclusive and supportive work environment with open communication and regular team-building company social events. 
• Social Sustainability Values: join our sustainable business practices focused on five pillars including IT education community empowerment fair operating practices environmental sustainability and gender equality. 

Additional Information :

All your information will be kept confidential according to EEO guidelines.

Remote Work :

Yes

Employment Type :

Full-time