Project Manager - Jira Aligh

Job Description:

As a Business Analyst with Amazon Connect experience you will play a pivotal role in analysing and enhancing our customer service processes through the effective use of Amazon Connect. You will collaborate with crossfunctional teams to gather and translate business requirements into actionable insights driving improvements in customer interactions and satisfaction.

Responsibilities:

Requirements Gathering:

o Collaborate with stakeholders to understand business objectives customer service goals and key performance indicators.

o Conduct thorough analysis to elicit document and prioritize business requirements related to Amazon Connect.

Data Analysis:

o Analyze customer interaction data captured through Amazon Connect to identify trends patterns and areas for improvement.

o Provide actionable insights to support datadriven decisionmaking in customer service strategy.

Process Optimization:

o Identify opportunities to enhance and streamline customer service processes using Amazon Connect capabilities.

o Work closely with business units to recommend and implement process improvements for increased efficiency.

Amazon Connect Configuration Support:

o Provide expertise in Amazon Connect configurations working alongside technical teams to ensure alignment with business needs.

o Collaborate with Amazon Connect Architects to implement and customize solutions as per business requirements.

Reporting and Dashboards:

o Design and create reports and dashboards to monitor key performance metrics related to customer interactions and service levels.

o Regularly communicate insights and performance trends to stakeholders.

User Training and Support:

o Conduct training sessions for endusers and support teams on effectively utilizing Amazon Connect features.

o Provide ongoing support and troubleshooting assistance related to Amazon Connect usage.

Requirements