Sr Business Analyst _ Amazon Connect

Tata Consultancy Services•Owings Mills, MD

fulltime

Research, Analyst, and Information Technology

5+ years

About the role

Job Description Must Have Technical/Functional Skills Senior Business Analyst with a senior level of knowledge of Amazon Connect and preferably previous experience with telecom infrastructure

Roles & Responsibilities

Lead requirements gathering, process analysis, and documentation for contact center and telephony projects, with a focus on Amazon Connect.
Translate business needs into actionable technical requirements and user stories for development teams.
Collaborate with stakeholders to identify opportunities for workflow automation and improved customer engagement.
Evaluate and recommend enhancements to telephony infrastructure, ensuring scalability, reliability, and security.
Serve as a subject matter expert on Amazon Connect, including IVR, routing, reporting, and integration with CRM systems.
Work closely with vendors and third-party partners to ensure robust and compliant telephony solutions.
Develop and maintain process maps, business cases, and project documentation.
Support user acceptance testing (UAT), training, and change management efforts.
Monitor performance metrics and analyze data to inform continuous improvement initiatives.

TCS Employee Benefits Summary Discretionary Annual Incentive.

Comprehensive Medical Coverage: Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans.

Family Support: Maternal & Parental Leaves.

Insurance Options: Auto & Home Insurance, Identity Theft Protection.

Convenience & Professional Growth: Commuter Benefits & Certification & Training Reimbursement.

Time Off: Vacation, Time Off, Sick Leave & Holidays.

Legal & Financial Assistance: Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing.

Salary Range: $120,000 - $130,000 a year

Qualifications: BACHELOR OF COMPUTER SCIENCE

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