Amazon Connect Business Analyst

PetCo San Diego, CA
amazon amazon connect business analyst analyst amazon amazon connect cloud team design research stakeholders management business analyst
January 4, 2023
PetCo
San Diego, CA

Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!

SUMMARY – Amazon Connect Business Analyst

Petco has an Amazon Connect Business Analyst career opportunity responsible for migrating the legacy telephony platform and IVRs to a cloud-based infrastructure (while optimizing them for stronger performance and superior customer experience). This position is an integral part of the internal team responsible for transforming the voice self-service capabilities of Petco contact centers.  The Business Owner will report into the Customer Service Team and as the Amazon Connect/Customer Service SME, work closely with our call center managers, 3rd party suppliers (multiple geos and skills with 400+FTE) and product team to develop, launch and optimize the Amazon Connect platform.

The ideal candidate would possess a wealth of hands-on experience with telephony, call routing design and IVRs (documenting requirements and application design) and also telephony cloud-based customer contact-center solutions (Amazon Connect ideally). 

RESPONSIBILITIES

- Partner closely with the business lines and product teams to drive the evolution of the assigned products.  Understand the data needs of 3rd party suppliers who handle critical business processes such as WFM and Quality Assurance.

- Insights gathering strategies, customer research and testing strategies, design thinking strategies and marketing strategies.

- Advise on user stories and acceptance criteria and for work that focuses on those with maximum business value that align with product and business strategy. 

- Collect and analyze feedback from customers and internal stakeholders

- Continually educate product team members on business process and customer value of product capabilities.

- Participate in stakeholder collaboration to make execution trade-off decisions, e.g., achievement of target architecture vs. business value vs. infrastructure complexity.

- Act as primary liaison between the business and product teams ensuring the teams understand the visions for each product and provide feedback on prioritization initiatives and ongoing optimization of the platform

- Work closely in a hands-on style with SalesForce Service Cloud Administrator and stakeholders to align the ongoing development of the platforms and how they are architected to drive the best possible synergies

- Employ product management practices and tactics including customer research, data and analytics and market research.

- Determine opportunities for solutions in a strategic manner for long term scalability and growth

 PREFERRED

- 5+ years of related project management experience.

- 5+ years of contact center technology, telephony (eg Avaya, Geneys), CTI, call-routing and particularly building application integration capabilities for CRM and WFM (Calabrio) platforms

- 5+ years of Interactive Voice Response/IVR design and implementation experience.

- 2 or more years of experience with AWS Amazon Connect cloud contact center solution; Applicable cloud certification within AWS

- Established record of creative problem solving and creating and building new products and experience working with cross-functional teams and influencing the organization.

- Experience as a business owner for a broad platform of projects and operating as the go-to resource for product team, customer support, outsourced providers and all stakeholders.

- Demonstrated ability to define and document business requirements as well as acceptance criteria of owned products.

- Experience in documenting process flows to articulate workflow in support of design decisions. 

- Demonstrated thought leadership to evolve ideas and propose solutions to address customer needs and evolve strategy.

Ability to independently think, apply judgment and propose thoughtful solutions.

- Strong relationship management with the ability to work independently and with customers across various business units and functional areas.

Petco Animal Supplies, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or any other protected classification.


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