DescriptionKey ResponsibilitiesRequirements Gathering & AnalysisEngage business stakeholders to capture functional and non-functional requirements across Salesforce and Amazon Connect.Document current state and future state processes, identifying gaps, pain points, and opportunities for automation.Translate business needs into detailed user stories, acceptance criteria, and process maps.Salesforce ResponsibilitiesDefine and refine requirements across Salesforce Sales Cloud, Service Cloud, and case management.Collaborate with admins and developers on configuration, workflows, data mapping, and integrations.Support UAT, perform validation, and manage defect triage related to Salesforce enhancements.AWS Connect ResponsibilitiesWork with business and technical teams to define call flows, IVR requirements, routing logic, and contact centre workflows in Amazon Connect.Support integration requirements between Amazon Connect and Salesforce, including CTI, screen pops, and contact event data.Analyse operational metrics (AHT, CSAT, call volumes) to recommend optimisation opportunities.Project DeliverySupport Agile ceremonies: backlog refinement, sprint planning, demos, and retros.Prepare clear documentation, including BRDs, solution design notes, and training materials.Assist with change control, release management, and stakeholder sign-off processes.Stakeholder EngagementLead workshops and walkthroughs with business units, frontline teams, and technical SMEs.Build strong relationships across operations, IT, and customer experience teams.Key Skills & Experience6+ years of experience as a Business Analyst in enterprise environments.Hands on experience with Salesforce (Sales Cloud, Service Cloud, or industry clouds).Experience working with Amazon Connect in a contact centre or telephony workflow context.Strong understanding of CRM and contact centre processes, including IVR design and case management.Ability to write clear user stories, process flows, and acceptance criteria.Experience with data mapping, integrations, APIs, or middleware.Excellent communication, facilitation, and stakeholder management skills.Salesforce Administrator, Business Analyst, or AWS Connect certifications (nice to have).Nice to HaveExperience with telephony platforms, routing strategies, or omnichannel customer experience solutions.Exposure to AWS ecosystem services (Lambda, S3, DynamoDB) supporting Connect workflows.Background in telco, finance, government, or large-scale transformation programs.Experience supporting training, go-lives, and adoption activities.