Staff Business Systems Analyst – Contact Center Routing

Summary

Lead complex, cross-functional contact center routing initiatives end-to-end using Amazon Connect and Intuit's Contact Us Platform (CUP), from stakeholder discovery through production deployment and monitoring. Configure multi-region routing environments, execute advanced routing logic (ABR, GenAI/AI Routing), and analyze performance using QlikSense, Splunk, and Databricks to drive strategic improvements. Manage P0 incidents within SLA, synthesize competing business requirements into technical solutions, and influence technology decisions across stakeholder groups. Proactively apply generative AI tools to accelerate analysis, configuration work, and team workflows.