Business Analyst II, Customer Engagement Technology

The Go-To-Market (GTM) Team for Contact Center Management System (CCMS) within the Customer Engagement Technologies (CET) organization is seeking a highly skilled and motivated individual to help drive migrations from old legacy tools to Amazon Connect for WW Customer Service. This team is also responsible for leading functional testing, triaging emerging issues, and developing new testing solutions.

An successful candidate is skilled at process development and documentation, as well as stakeholder management. You are a highly adept communicator, able to effectively build alignment with a diverse set of stakeholders, and identify and resolve the root cause of defects within current systems.

Key job responsibilities
- Maintain constant communication with site operations, leadership, technology teams and other internal clients customer experience status across different business lines. This involves working with various tools which are used to obtain information required by the stakeholders.
- Plan and execute business and User Acceptance Testing prior to marketplace launch.
- Conduct root cause analysis of issues identified during testing, and ensure timely escalation of findings to appropriate teams.
- Deliver results according to project Go-To-Market strategy, and schedules, while maintaining SLAs on velocity, productivity, and quality.
- Handle exceptions where there is a deviation from launch plans to maintain business continuity.
- Generate and analyze metrics to identify problem areas. Suggest solutions or changes for improvement and amend SOPs once approved.
- Manage projects, identify requirements, and work with various teams to improve tools and identify automation opportunities.

A day in the life
Leading the functional testing in the form of incubation launch and friends n family [first 30/60 days], including emerging issues follow-up and reporting, testing solutions, prepare and execute UAT to support the incubation phases and full launch with key stakeholders.

Overall Scope:

- Connect Testing Design and Planning
- Internal UAT (Instance/Infrastructure Test)
- Connect Functional, Configuration and Feature Testing
- Handshake validation for Connect focused on CET products and integration (MU Bot, Foresight, etc.)
- Bug Triaging and Driving Issue Resolution
- Internal and GO CSA Testing along with GO Sites (Firewall etc.)
- Direct Dial Telecom Testing (In-Country Toll-Free Number/Direct Inward Dialing Number)
- Friends and Family/Incubation Readiness and First Responders Room support
- Support Daily Sunset inputs for GEPM and Stakeholders
- Full Launch Readiness and First Responders Room support
- Miscellaneous support for Launches, Migrations, and Expansions including Ad-hoc meetings, triaging, launch readiness etc.
Benefits Summary:

Amazon offers a full range of benefits that support you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment. The benefits that generally apply to regular, full-time employees include:
1. Medical, Dental, and Vision Coverage
2. Maternity and Parental Leave Options
3. Paid Time Off (PTO)
4. 401(k) Plan

About the team
This position will be a testing specialist on the Go-to-Market team and will be focused on the global migration of customer service onto Amazon Connect. This position is tasked to work closely with our customer service Operations teams, CCMS Tech, Product, and CET engineering teams to understand testing scope, create test plans and a test repository, facilitate UAT and deal with bug triaging and issue resolution for setting up our CSA network on Connect as we migrate from our legacy system onto this new product. This role will extensively test the Connect functionality, access, setups and configurations and all other go-to-market readiness to ensure the store is launch ready.- Bachelor's degree or equivalent
- Experience defining requirements and using data and metrics to draw business insights
- Experience making business recommendations and influencing stakeholders
- Experience partnering with executive-level leaders to identifying and solving business issues- Experience in customer segmentation, customer behavior analysis, conjoint/trade-off modeling

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $66,900/year in our lowest geographic market up to $143,100/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.