Senior Business Analyst (Voice)

T. Rowe Price • Owings Mills, MD

1d • Hybrid

About The Position

The Senior Business Analyst on the Voice team is responsible for partnering with business stakeholders, product owners, and technology teams to analyze business needs and translate them into scalable contact center solutions using Amazon Connect. This role focuses on requirements elicitation, process analysis, solution design support, and delivery coordination for customer service and contact center initiatives. The individual helps optimize customer and agent experiences by improving workflows, routing logic, reporting, integrations, and overall operational effectiveness across the Amazon Connect platform. The role requires an agile mindset, the ability to lead, and out-of-the-box thinking. The company offers challenging work that has an impact, opportunities to learn and grow, and a collaborative culture that encourages diverse perspectives. The analyst will define business requirements, build application and process specifications, drive data mapping and business rules specifications, and ensure alignment with business and technical strategies. The ideal candidate is a dedicated professional, accountable for their work, and able to tackle problems independently under general guidance.

Requirements

• Bachelor's degree or the equivalent combination of education and relevant experience AND 5+ years of total relevant work experience.
• Hands-on experience with Amazon Connect implementation, enhancement, or support.
• Knowledge of contact flows, routing profiles, queues, hours of operation, user management, metrics and reporting.
• Integrations with other AWS services such as Lambda, Lex, S3, CloudWatch, DynamoDB.
• Familiarity with IVR, omnichannel/contact center capabilities, and call routing logic.
• Actively seek feedback and guidance to improve analytical and technical skills.
• Demonstrates strong logic and reasoning capabilities.
• Can explain basic technical concepts to a non-technical audience.

Nice To Haves

• Prior experience in the Financial Services and Asset Management industries, specifically with investment product data pipelines and business rules, is preferred, but not required.

Responsibilities

• Articulate business needs and translate them into technology solutions.
• Help define and breakdown business needs for new and/or enhanced services, processes, or features for a digital product team.
• Work closely with product owners and other stakeholders to ensure that all business requirements are understood, documented, and met.
• Apply a lean-agile mind-set to work and support organizational agility.
• Work with other digital business analysts to ensure new or updated features are in alignment with digital domain standards and best practices.
• Support functional testing and other support tasks (e.g. content authoring, data configuration) as necessary.
• Partner with business, operations, and technology stakeholders to gather, analyze, and document business and functional requirements for Amazon Connect solutions.
• Lead workshops, stakeholder interviews, and discovery sessions to understand current-state processes, pain points, and future-state needs.
• Translate business requirements into detailed user stories, process flows, use cases, and functional specifications.
• Support the design and enhancement of Amazon Connect capabilities, including contact flows, queues, routing profiles, IVR experiences, reporting, and agent workflows.
• Collaborate with solution architects, developers, and platform administrators to ensure business requirements are accurately implemented.
• Analyze contact center operations and recommend improvements to customer journeys, agent experience, call routing, self-service, and service efficiency.
• Identify integration requirements between Amazon Connect and related systems such as CRM platforms, case management tools, analytics solutions, and AWS services.
• Facilitate backlog refinement, prioritization, and requirements traceability across projects and enhancements.
• Support testing activities, including test scenario development, user acceptance testing, defect triage, and validation of delivered solutions.
• Create and maintain business process documentation, requirements artifacts, training materials, and operational support documentation.
• Monitor solution performance and business outcomes using contact center KPIs and reporting insights, and recommend continuous improvements.
• Act as a liaison between business users and technical teams to resolve issues, clarify requirements, and support successful delivery and adoption.
• Ensure solutions align with governance, risk, compliance, and operational standards where applicable.

Benefits

• Competitive compensation
• Annual bonus eligibility
• A generous retirement plan
• Hybrid work schedule
• Health and wellness benefits, including online therapy
• Paid time off for vacation, illness, medical appointments, and volunteering days
• Family care resources, including fertility and adoption benefits

What This Job Offers

• Job Type: Full-time
• Career Level: Senior