Business Analyst

Title: Amazon Connect / Lex Conversational Design Engineer

Location: Remote / Hybrid (Senior Manager L2 / C2)

Rate: Negotiable

Employment Type: Contract C2C or W2

Role Summary

Design and build IVR and self-service contact flows within an Amazon environment supporting 9 business units, focusing on intuitive caller experiences, secure authentication, intelligent routing, and conversational automation.ResponsibilitiesIVR amp; Contact Flow Design: Design, build, and test Amazon Connect IVR and contact flows to support seamless multi-business unit routing.Conversational AI amp; NLU: Develop and optimize Amazon Lex intents, utterances, and Natural Language Understanding (NLU) models, including bot training and tuning.Authentication amp; Routing: Implement robust caller authentication (Employee ID amp; PIN) and intelligent routing based on caller type (Pilot, FA, working status).Resilience amp; Fallback: Build reliable DTMF fallback patterns optimized for noisy environments (e.g., airports) and execute conversational QA during migrations.Cross-Functional Collaboration: Partner closely with business and technical stakeholders to improve overall self-service and caller experiences.Required Skills and ExperienceStrong hands-on expertise in Amazon Connect and Amazon Lex for enterprise environments.Proven background in conversational and IVR design, NLU intent and utterance modeling, and Lex bot training/tuning.Experience designing DTMF IVR patterns and managing contact flow creation and testing.Experience supporting migration initiatives, conversational QA, and tuning self-service workflows.Excellent collaboration, problem-solving, and communication skills.