Stellar Omada
Business Analyst
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Business Analyst - Amazon Connect / AWS Chat Migration
Stellar Omada United Kingdom (Remote)
Contract - Inside IR35
6 months
Ideally based in Scotland but remote candidates within the UK will be considered
About the Role
We are seeking a Business Analyst with proven Amazon Connect expertise to support a live AWS Chat migration programme. This is a hands-on, data-focused role working directly with team leaders to embed new reporting capability and drive adoption of the new webchat platform.
Key Responsibilities
Data & Reporting (Key Focus)
- Extract and Structure Data: Pull data from Amazon Connect covering webchat interactions, agent performance, and queue activity.
- Build Reporting Capability: Work with QuickSight to design and refine reports that give team leaders clear, actionable visibility.
- Support the Migration: Validate data accuracy through the AWS Chat migration, flagging and resolving discrepancies as they arise.
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Stakeholder Support & Upskilling
- Upskill Team Leaders: Run practical sessions to build team leaders' confidence in reading and using Connect and QuickSight reporting.
- Translate Data into Decisions: Turn raw reporting output into clear guidance that team leaders can act on day to day.
- Bridge Business and Technical Teams: Act as the link between the technical migration team and the operational leaders who depend on the data.
Process & Continuous Improvement
- Document Requirements: Capture reporting needs from team leaders and translate them into clear specifications.
- Identify Gaps: Spot where existing reporting falls short and propose fixes or enhancements.
- Support Wider Rollout: Help shape how reporting and webchat processes scale as the migration progresses.
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What We're Looking For
Essential Experience
- Amazon Connect: Direct experience pulling and interpreting data from Amazon Connect, ideally including webchat channels.
- Business Analysis: A track record of gathering requirements, documenting processes, and translating technical output into business-friendly language.
- Stakeholder Communication: Comfortable training and supporting non-technical stakeholders, including team leaders.
Technical Expertise
- Reporting Tools: Working knowledge of Amazon QuickSight, or equivalent BI/reporting tools.
- Channel Knowledge: Familiarity with webchat operations and how they differ from voice-based contact centre metrics.
- Migration Experience: Prior involvement in a platform or systems migration is an advantage, though not essential.
If you're interested in this role please apply below.
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