Amazon Connect Business Analyst

Job Description

Here at Petco, our vision is simple: Healthier Pets. Happier People. Better World. This credo drives everything we do. But what really sets us apart? We obsess about delivering health and happy experiences for pets and the people who love them. This is our mission. It guides every Partner in every role here at Petco, every day.

And the way that we live out our mission is through our core values. No matter what your skillset is or how much experience you have, if you love people and pets—and these values mirror your own—we probably have the perfect job for you here. Take a closer look at our values, and then explore our dynamic career areas to find out what a career at Petco can mean for you.

Position Purpose:

Petco has an Amazon Connect Business Analyst career opportunity responsible for migrating the legacy telephony platform and IVRs to a cloud-based infrastructure (while optimizing them for stronger performance and superior customer experience). This position is an integral part of the internal team responsible for transforming the voice self-service capabilities of Petco contact centers. The Business Owner will report into the Customer Service Team and as the Amazon Connect/Customer Service SME, work closely with our call center managers, 3^rd party suppliers (multiple geos and skills with 400+FTE) and product team to develop, launch and optimize the Amazon Connect platform.

The ideal candidate would possess a wealth of hands-on experience with telephony, call routing design and IVRs (documenting requirements and application design) and also telephony cloud-based customer contact-center solutions (Amazon Connect ideally).

Essential Job Duties:

• Partner closely with the business lines and product teams to drive the evolution of the assigned products. Understand the data needs of 3^rd party suppliers who handle critical business processes such as WFM and Quality Assurance.
• Insights gathering strategies, customer research and testing strategies, design thinking strategies and marketing strategies.
• Advise on user stories and acceptance criteria and for work that focuses on those with maximum business value that align with product and business strategy.
• Collect and analyze feedback from customers and internal stakeholders
• Continually educate product team members on business process and customer value of product capabilities.
• Participate in stakeholder collaboration to make execution trade-off decisions, e.g., achievement of target architecture vs. business value vs. infrastructure complexity.
• Act as primary liaison between the business and product teams ensuring the teams understand the visions for each product and provide feedback on prioritization initiatives and ongoing optimization of the platform
• Work closely in a hands-on style with SalesForce Service Cloud Administrator and stakeholders to align the ongoing development of the platforms and how they are architected to drive the best possible synergies
• Employ product management practices and tactics including customer research, data and analytics and market research.
• Determine opportunities for solutions in a strategic manner for long term scalability and growth