Senior Business Analyst, AWS (Contract)

Bounteous x Accolite makes the future faster for the world's most ambitious brands. Our services span Strategy, Analytics, Digital Engineering, Cloud, Data & AI, Experience Design, and Marketing. We are guided by Co-Innovation, our proven methodology of collaborative partnership.

Bounteous x Accolite brings together 5000+ employees spanning North America, APAC, and EMEA, and partnerships with leading technology providers. Through advanced digital engineering, technology solutions, and data-driven digital experiences, we create exceptional and efficient business impact and help our clients win.

We are seeking a Contract Senior Business Analyst with AWS experience to join our growing team. In this role, the Senior Business Analyst will develop data-driven insights and solutions for multiple business groups, delivering actionable, information-based solutions that align with strategic goals and enhance overall business insights.

Please note: this role requires previous experience as a Business Analyst, with AWS expertise.

Role and Responsibilities

• Collaborate with clients and internal stakeholders to gather, analyze, and document business requirements, translating them into actionable technical work items.
• Lead requirements-gathering workshops and develop detailed business process flows, user stories, and acceptance criteria for AWS-powered contact center solutions.
• Partner with solution architects and technical teams to design and deliver solutions leveraging AWS services such as Connect, Pinpoint, and Lex.
• Analyze and propose strategies for migrating existing contact center platforms to AWS, ensuring scalability, reliability, and cost-effectiveness.
• Identify key performance metrics (KPIs) for contact center solutions and work with stakeholders to implement dashboards for monitoring and reporting.
• Conduct impact assessments to determine business and technical implications of requirements or changes, ensuring alignment with project goals.
• Stay current on AWS service advancements, particularly in customer engagement technologies, and propose innovative solutions to enhance client experiences.
• Act as a bridge between technical teams and business stakeholders, ensuring clear communication and alignment throughout project lifecycles.
• Support testing efforts by validating system functionality against business requirements and participating in User Acceptance Testing (UAT).
• Create training materials, user guides, and other documentation to facilitate smooth client adoption of AWS solutions.

Preferred Qualifications

• Proven experience as a Business Analyst, preferably in projects involving AWS cloud solutions, particularly Connect, Pinpoint, and Lex.
• 5+ years of experience in business analysis with expertise in designing and implementing cloud-based solutions for customer engagement or contact centers.
• Familiarity with AWS service architecture, including Lambda, S3, DynamoDB, and API Gateway, as they pertain to customer engagement solutions.
• Strong understanding of customer journey mapping and experience designing workflows for contact center automation (e.g., IVR, chatbot integration).
• Experience working on large-scale cloud migration projects with a focus on scalability, compliance, and security.
• Excellent analytical and problem-solving skills, with the ability to synthesize complex information into actionable insights.
• Strong communication and stakeholder management skills, with the ability to present technical information clearly to non-technical audiences.
• Proficiency in tools like Jira, Confluence, and other project management and collaboration platforms.
• Familiarity with testing tools or frameworks for validating AWS solutions.
• Bachelor’s degree in Business Administration, Computer Science, or a related field; AWS certifications (e.g., AWS Certified Cloud Practitioner, AWS Certified Solutions Architect) are a plus.