Business Systems Analyst II – Contact Center Technology - Remote

Summary

Mutual of Omaha is seeking a Business Systems Analyst II to join its Contact Center Technology team supporting Amazon Connect across approximately 30 call centers. The role gathers and documents business requirements, translates them into Amazon Connect configuration specifications, coordinates with developers, and validates solutions through manual and automated testing. The analyst also manages stakeholder relationships, supports new contact center initiatives, and participates in periodic after-hours deployment testing.

Responsibilities

• Partner with business stakeholders across our call center operations to gather, analyze, and document requirements for Amazon Connect changes — such as queue additions, phone number/DID assignments, routing profile updates, quick connects, and contact flow adjustments driven by reorgs and other evolving business needs — and translate them into technical specifications developers can build from
• Write user stories and requirements in JIRA, using a Confluence-based intake template to ensure key considerations (e.g., downstream reporting impacts) are captured during requirements conversations with the business
• Partners with developers who implement the requested changes, then build and execute test cases to validate functionality — including hands-on IVR testing and use of the team's Cyara testing tool — before handoff to the business
• Own the requirements, business relationship, and testing/communication for a growing portfolio of call centers (the team supports roughly 30 centers total). New team members typically ramp on a smaller set of less complex centers first, then take on larger, higher-volume centers as they build expertise
• Support new contact center initiatives from inception — for example, if the team rolls out new Amazon Connect functionality — partnering with technical teams on the underlying infrastructure considerations
• Contribute to expanding the team's use of automated testing within Cyara
• Work alongside one other Business Systems Analyst on the team, plus supporting engineers, in a fully individual-contributor capacity
• Assist in testing deployments which is done after hours (usually starts around 9 pm central) every other week

Skills

• Applicants for this position must not now, nor at any point in the future, require sponsorship for employment
• Experience gathering, analyzing, and documenting business and system requirements, and translating them into technical specifications specific enough for developers to act on (e.g., which routing profile, queue, or quick connect needs to change)
• Working familiarity with Amazon Connect concepts — routing profiles, queues, quick connects, contact flows — enough to ask the right questions and write requirements a developer can implement without back-and-forth
• Experience supporting testing/QA activities, including test case development and validation
• Experience documenting in JIRA and Confluence, or comparable tools
• Strong communication skills, with the ability to translate between business and technical stakeholders and clearly hand off requirements to developers at varying experience levels
• Ability to work independently, build subject-matter expertise across multiple business lines/call centers, and manage competing priorities in a fast-paced environment
• Located in the United States
• Able to work remotely with a high-speed internet connection
• Comfort with (or openness to) automated testing
• Hands-on Amazon Connect experience deep enough to personally work in contact flows and routing configuration, not just writing requirements for them — not expected of most candidates, but exactly the kind of technical depth that would set someone apart
• Platform-level Amazon Connect knowledge, such as Lambda functions tied to contact flows
• Prior experience within a call center or IVR systems environment
• Experience with the Cyara testing tool
• Familiarity with NICE (screen/voice recording)

Qualifications

Must Haves

• Applicants for this position must not now, nor at any point in the future, require sponsorship for employment
• Experience gathering, analyzing, and documenting business and system requirements, and translating them into technical specifications specific enough for developers to act on (e.g., which routing profile, queue, or quick connect needs to change)
• Working familiarity with Amazon Connect concepts — routing profiles, queues, quick connects, contact flows — enough to ask the right questions and write requirements a developer can implement without back-and-forth
• Experience supporting testing/QA activities, including test case development and validation
• Experience documenting in JIRA and Confluence, or comparable tools
• Strong communication skills, with the ability to translate between business and technical stakeholders and clearly hand off requirements to developers at varying experience levels
• Ability to work independently, build subject-matter expertise across multiple business lines/call centers, and manage competing priorities in a fast-paced environment
• Located in the United States
• able to work remotely with a high-speed internet connection

Nice to Haves

• comfort with (or openness to) automated testing
• Hands-on Amazon Connect experience deep enough to personally work in contact flows and routing configuration, not just writing requirements for them — not expected of most candidates, but exactly the kind of technical depth that would set someone apart
• Platform-level Amazon Connect knowledge, such as Lambda functions tied to contact flows
• Prior experience within a call center or IVR systems environment
• Experience with the Cyara testing tool
• Familiarity with NICE (screen/voice recording)

Benefits

• 401(k) plan with a 2% company contribution and 6% company match.
• Work-life balance with vacation, personal time and paid holidays.
• This role is classified as remote; however, periodic in-person attendance will be required at times for activities such as quarterly or project planning, training, or other business-critical meetings.
• Training will be provided for the Cyara testing tool.