Amazon conncet Analyst - Omni Inclusive : Job Details

Must Have's: 1. Amazon Connect 2. AWS Quicksight 3. 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.