Business Analyst Reporting Analytics Amazon ConnectAnalyst
Overview :
TekWissen Group is a workforce managementprovider throughout the USA and many other countries in the world.Our client is an American multinational information technologyservices and consulting company and is a leading provider ofinformation technology consulting and business process outsourcingservices dedicated helping the worlds leading companies buildstronger 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 :
Must Haves : AmazonConnect
AmazonConnect
AWSQuicksight
GenesysCustomer Experience
Contact Center Modernization Genesys to Amazon ConnectMigration
TheContact Center Modernization project aims at migrating all Lines ofBusiness using Genesys as their Contact Center solution to AmazonConnect a 100% cloud based Omni channel contact center to supportthe everevolving customer journey by providing superior customerservice across voice and chat at a lower cost.
Role :
Business Analyst &Reporting & Analytics Design Owner
Responsibilities :
Reviewexisting Contact Center reporting capabilities (real time historic& analytics) with Lines of Business and map capabilities totarget state Amazon Connect platform.
To the extent feasible satisfy reportingrequirements for Lines of Business migrating to Connect using outof the box capabilities in Connect.
Document reporting capabilities that requirecustom solutions and assist development team with the design of thereporting framework.
Partner with Enterprise Data Office & BusinessInsights team to assist Lines of Business with data mapping forhistorical reporting via Enterprise Data Lake.
Build knowledge base (user guidestrainings / demo) and provide assistance for Lines of Business withtheir reporting queries.
Conduct Customer Interviews & Discovery sessionswith Lines of Business to migrate Contact Centers from legacyGenesys to target state cloud platform Amazon Connect.
Analyse existing contact centercapabilities for Lines of Business and map capabilities to targetstate Amazon Connect platform.
Review existing call flows with business stakeholdersand identify changes to existing business functionality based onconversion to client standard Connect.
Document the identified changes asrequirements and design the target state call flows.
Organize walkthrough of businessrequirements and call flows for project stakeholders.
Guide development and QA teams inthe development and testing phases respectively.
Support Lines of Business in UserAcceptance Testing.
Prioritize and schedule migration based on LOE andoverall readiness.
TekWissenGroup is an equal opportunity employer supporting workforcediversity.
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