WHAT YOU'LL BRING:

• Experience gathering, analyzing, and documenting business and system requirements, and translating them into technical specifications specific enough for developers to act on (e.g., which routing profile, queue, or quick connect needs to change).
• Working familiarity with Amazon Connect concepts — routing profiles, queues, quick connects, contact flows — enough to ask the right questions and write requirements a developer can implement without back-and-forth.
• Experience supporting testing/QA activities, including test case development and validation; comfort with (or openness to) automated testing is a plus.
• Experience documenting in JIRA and Confluence, or comparable tools.
• Strong communication skills, with the ability to translate between business and technical stakeholders and clearly hand off requirements to developers at varying experience levels.
• Ability to work independently, build subject-matter expertise across multiple business lines/call centers, and manage competing priorities in a fast-paced environment.
• Located in the United States, able to work remotely with a high-speed internet connection.

PREFERRED:

• Hands-on Amazon Connect experience deep enough to personally work in contact flows and routing configuration, not just writing requirements for them — not expected of most candidates, but exactly the kind of technical depth that would set someone apart.
• Platform-level Amazon Connect knowledge, such as Lambda functions tied to contact flows.
• Prior experience within a call center or IVR systems environment.
• Experience with the Cyara testing tool (not required — training will be provided).
• Familiarity with NICE (screen/voice recording) is a modest plus, not a priority — the team is evaluating moving off NICE as early as next year, and one existing team member already covers this depth.

We value diverse experience, skills, and passion for innovation. If your experience aligns with the listed requirements, please apply!

If you have questions about your application or the hiring process, email our Talent Acquisition area at . Please allow at least one week from time of applying if you are checking the status.

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Originally posted on Himalayas