Staff Business Systems Analyst – Contact Center Routing

Summary

Lead complex contact center routing initiatives end-to-end for Intuit's GBSG business unit, from stakeholder discovery through Amazon Connect configuration, deployment, and production monitoring. Design and execute advanced routing strategies using CUP/CUE platforms, manage multi-region Amazon Connect environments, and analyze routing performance across channels using QlikSense, Splunk, and Databricks. Serve as a routing and platform subject matter expert, provide guidance on design tradeoffs, and manage P0 incidents within SLA. Proactively apply generative AI tools to accelerate analysis, configuration work, and team workflows.