Business Analyst Role Summary A major Canadian financial services organization is seeking a functional Business Analyst to support its Amazon Connect contact‑center modernization and agentic AI initiatives. Acting as the bridge between business needs and technical delivery, this analyst will translate customer‑experience requirements into system, integration and data specifications. Working closely with business stakeholders, architects and delivery teams, they will map customer and agent journeys, prioritize use cases and ensure that solutions are technically feasible and aligned with Amazon Connect’s capabilities. The role is onshore and fully remote (no in‑person presence required). Key Responsibilities Gather, analyze and document business requirements from contact‑center stakeholders and prioritize them for modernization and AI use cases. Translate functional needs and customer journey maps into detailed system, integration and data specifications. Define and document integration requirements between Amazon Connect and third‑party systems (CRM, APIs, databases) to ensure seamless data flow. Facilitate communication between Business Analysts and technical delivery teams to resolve logic gaps, refine system behavior and ensure technical feasibility. Assess business requests against Amazon Connect platform capabilities, maximizing out‑of‑the‑box features before proposing custom development. Create and maintain detailed technical‑functional artifacts such as user stories, process flow diagrams, data‑mapping documents and API specifications. Evaluate the technical impact of new agentic AI use cases on system architecture and performance. Collaborate with business and architecture teams to ensure requirements traceability, maintain backlogs and support testing and deployment activities. Must‑Have Requirements Proven experience as a Business Analyst or Business Systems Analyst translating business needs into technical specifications, ideally within contact‑center or customer‑service environments. Strong knowledge of Amazon Connect or other CCaaS platforms and a solid understanding of contact‑center workflows such as call flows, IVRs and routing. Ability to convert functional requirements and CX journey maps into technical system specifications and logic diagrams. Experience defining integration requirements and documenting data flows between cloud contact‑center platforms and external systems. Skilled at creating functional artifacts (user stories, data‑mapping documents, API specifications, system flowcharts) and maintaining requirements traceability. Analytical problem‑solver who can identify technical constraints early and assess feasibility of AI‑driven use cases. Familiarity with Agile methodologies and tools such as Jira or Azure DevOps for requirement tracking. Excellent communication skills to liaise between business, architecture and technical teams and ensure alignment. Nice‑to‑Have Experience Strong technical understanding of Amazon Connect features like contact flow logic, data dips and AWS integration points. Ability to read and define JSON structures, map data between systems and document RESTful API requirements. Expert proficiency in creating technical flowcharts and system diagrams using tools such as Lucidchart or Visio. Background in agentic AI, NLU or generative AI integrations (e.g., Amazon Lex). AWS certifications (Cloud Practitioner or Solutions Architect Associate) or similar credentials. Experience working in regulated industries such as financial services and understanding of compliance requirements. Knowledge of other CCaaS platforms (e.g., Genesys, NICE CXone, Five9) and CRM integrations. Ideal Candidate Profile A results‑oriented Business Analyst who thrives on translating complex customer‑experience goals into actionable technical specifications. They combine deep knowledge of contact‑center workflows and Amazon Connect with strong analytical skills and attention to detail. Comfortable working remotely, they excel at bridging business and technical teams, documenting requirements meticulously and prioritizing use cases to deliver measurable improvements. A collaborative and proactive communicator, they anticipate technical challenges early and ensure alignment between business objectives and technical capabilities. Engagement Details Role level: Analyst (Business Analyst – functional). Work arrangement: Onshore and fully remote (no in‑person requirement). Technology: Amazon Connect. Client: Large Canadian financial services organization. Number of openings: 1 (assumed based on intake). Vendor Notes Focus on candidates with hands‑on experience in contact‑center modernization who can translate functional journeys into detailed system specifications. While a deep technical background is not required, strong familiarity with Amazon Connect and integration patterns is essential. Candidates should demonstrate proficiency in documenting requirements, mapping data flows and collaborating with business and technical stakeholders. Prioritize individuals who can work effectively in a fully remote environment and have exposure to AI‑enabled contact‑center solutions. Avoid profiles limited to call‑center operations without experience in system analysis or those lacking CCaaS knowledge.