Analista de Negocios – Contact Center

About the role

The Business Analyst – Contact Center will act as the bridge between clients and technical teams, gathering and translating business needs into actionable specifications for contact‑center solutions such as Amazon Connect.

Key responsibilities

• Gather and document functional requirements for contact‑center projects.
• Participate in client meetings to understand processes, operational needs and service flows.
• Support the commercial team with demos, pre‑sales presentations and proof‑of‑concepts.
• Explain features, benefits and capabilities of Amazon Connect or similar platforms.
• Document call flows, IVR, queues, schedules, user profiles, metrics, reports and required integrations.
• Prepare functional and technical inputs for engineers to implement solutions.
• Coordinate information among client, sales, engineering and internal teams.
• Track requirements, agreements, changes and project deliverables.

Required profile

• Experience as a Business Analyst, Functional Consultant or Product Analyst.
• Knowledge of contact‑center implementations, preferably with Amazon Connect.
• Ability to organize and document business and operational requirements.
• Familiarity with IVR, queues, agents, supervisors, schedules, recordings, reports, metrics and integrations.
• Strong communication, organization and customer‑orientation skills.

Required skills

• Amazon Connect (or similar platforms such as Genesys, Cisco).
• APIs and integration concepts.
• CRM and omnichannel solutions.
• Chatbot and automation basics.
• Technical documentation of flows, diagrams, user stories and acceptance criteria.