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Data Analyst Business Systems & Technology Analysis Data Warehousing Data Engineering

Amazon conncet Analyst

Job in Atlanta, Fulton County, Georgia, 30383, USA
Listing for: TechDigital Group
Full Time position
Listed on 2026-11-05
Job specializations:
  • IT/Tech
    Data Analyst, Business Systems & Technology Analysis, Data Warehousing, Data Engineering
Salary/Wage Range or Industry Benchmark: 60000 - 100000 USD Yearly USD 60000.00 100000.00 YEAR
Job Description & How to Apply Below

Must Have's:

  • Amazon Connect
  • AWS Quicksight
  • Genesys Customer Experience

    • JD:

    Contact Center Modernization – Genesys to Amazon Connect Migration

    The Contact Center Modernization project aims at migrating all Lines of Business using Genesys as their Contact Center solution to Amazon Connect – a 100% cloud based Omni channel contact center to support the ever-evolving customer journey by providing superior customer service across voice and chat at a lower cost.

    Role: Business Analyst & – Reporting & Analytics, Design Owner

    Responsibilities:

  • Review existing Contact Center reporting capabilities (real time, historic & analytics) with Lines of Business and map capabilities to target state Amazon Connect platform.
  • To the extent feasible, satisfy reporting requirements for Lines of Business migrating to Connect using out of the box capabilities in Connect.
  • Document reporting capabilities that require custom solutions and assist development team with the design of the reporting framework.
  • Partner with Enterprise Data Office & Business Insights team to assist Lines of Business with data mapping for historical reporting via Enterprise Data Lake.
  • Build knowledge base (user guides, trainings/demo) and provide assistance for Lines of Business with their reporting queries.
  • Conduct Customer Interviews & Discovery sessions with Lines of Business to migrate Contact Centers from legacy Genesys to target state cloud platform – Amazon Connect.
  • Analyze existing contact center capabilities for Lines of Business and map capabilities to target state Amazon Connect platform.
  • Review existing call flows with business stakeholders and identify changes to existing business functionality based on conversion to Truist standard – Connect.
  • Document the identified changes as requirements and design the target state call flows.
  • Organize walkthrough of business requirements and call flows for project stakeholders.
  • Guide development and QA teams in the development and testing phases respectively.
  • Support Lines of Business in User Acceptance Testing.
  • Prioritize and schedule migration based on LOE and overall readiness.
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