Business Systems Analyst to support AWS Connect implementation initiatives using Amazon Connect and

Our transportation client is seeking a Business Systems Analyst (5+ years) to support AWS Connect implementation initiatives using Amazon Connect and contact centre solutions

Join a collaborative IT team supporting contact centre technology initiatives within a consumer business environment. This role focuses on AWS Connect implementation, enhancement, and business systems analysis activities across technical and business stakeholders. The successful candidate will contribute to high-volume projects involving requirements gathering, process analysis, testing, and deployment support. The environment offers exposure to experienced technical professionals working on ongoing contact centre transformation initiatives.

Must Haves

• 5+ years as a Business Systems Analyst on AWS Connect implementation projects
• Hands-on Amazon Connect and contact centre platforms experience
• AWS Connect configurations, workflows, and functionality expertise
• Requirements gathering, process mapping, and documentation skills across business and technical teams

Nice to Have

• Experience supporting contact centre transformation initiatives
• Background in cloud-based customer service platforms
• Experience working within Agile delivery teams
• Technical education, systems background, or related certifications

Responsibilities

• Gather and document business, system, and technical requirements related to contact centre solutions
• Support AWS Connect implementation and enhancement initiatives
• Work closely with business stakeholders, technical teams, and project leadership
• Analyze existing business processes and recommend system improvements
• Assist with solution design, configuration discussions, testing, and deployment activities
• Support requirements traceability and ensure solutions align with business needs
• Participate in system testing, defect management, and implementation activities