Business Analyst
TechTrueUp
Business Analyst – Customer Experience
PHIZENIX
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $100,000 - $110,000 per year
Job Level
JuniorMid-Level
Tech Stack
AWS
About the role
- Engage with business stakeholders to elicit, document, and validate functional and non-functional requirements
- Translate high-level business needs into detailed user stories, acceptance criteria, and business process flows
- Perform gap analysis to identify differences between current and desired future state
- Collaborate with technical teams to ensure requirements are clearly understood and feasible within AWS/Amazon Connect ecosystems
- Map end-to-end customer journeys across voice, chat, and digital channels
- Identify customer pain points, inefficiencies, and opportunities for process improvement
- Define KPIs and success measures for customer experience projects
- Support the design of agent and customer workflows that balance efficiency and empathy
- Partner with QA and client teams during UAT to ensure solutions meet requirements and expectations
- Validate that deployed features align with documented business objectives and CX standards
- Support defect triage by clarifying requirements and business impact
- Work with analytics teams to define reporting needs for customer experience measurement
- Analyze customer interaction data, agent performance metrics, and contact center KPIs
- Support continuous improvement by tracking adoption, usage, and outcomes post-deployment
- Act as a liaison between business stakeholders, technical developers, and project managers
- Facilitate workshops, interviews, and focus groups to align stakeholders on requirements and priorities
- Prepare and deliver clear documentation, process diagrams, and presentations
- Contribute to client demonstrations and solution walkthroughs
Requirements
- 2-5 years of experience as a Business Analyst, preferably in CX, contact center, or SaaS environments
- Strong skills in requirements gathering, process mapping, and stakeholder management
- Familiarity with contact center platforms (Amazon Connect preferred)
- Experience writing user stories, acceptance criteria, and Agile delivery
- Analytical mindset with ability to interpret CX and operational metric
- Excellent communication, facilitation, and documentation skills.
Benefits
- Growth Opportunities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
requirements gatheringprocess mappinguser storiesacceptance criteriagap analysisKPI definitioncustomer journey mappingdata analysisAgile deliverydefect triage
Soft skills
stakeholder managementcommunicationfacilitationdocumentationcollaborationanalytical mindsetworkshop facilitationpresentation skillsempathycontinuous improvement
