ES Tech, Tech Analyst

Job description

POPIS

Amazon’s Employee Services Technology (ES Tech) team is seeking a Technology Analyst to design, build, implement and support contact technology solutions for Human Resources.

The Team
ES Tech owns the solution design, build, implementation and support for Employee and Candidate Services, and works to ensure a consistent global user experience for all Amazon employees. We are a fun and diverse team with members in several different countries working together to enable employee self-sufficiency by building tools with personalized content that can be accessed anywhere. One of our goals is to help HR business teams achieve their objectives around self-service, and deliver solutions over multiple contact channels designed to meet the preferences and needs of our employees. We use a variety of data sources to better understand customer needs and partner with global shared service teams to design, build and implement solutions that leverage digital technologies (e.g., social, mobile, cloud, and analytics) to help HR create a world-class experience for employees.

The Role
As a Tech Analyst on the Contact Channels Solutions team, you will own the configuration and administration of contact channel offerings using various AWS technologies, including Amazon Connect and Amazon Lex, two contact center SaaS solutions. You will partner with the business and AWS teams to continually improve and deliver contact solutions across various channels (chatbot, voice, chat, SMS, etc.). You will be an expert delivering support across various functions including new feature requirements, access management, system changes, and defect management. You will also support the business team with change management and documentation, educating stakeholders and users, and partnering on solutions. You will help drive the technical roadmap for contact channel technology across HR at Amazon, worldwide.
A successful candidate will have exceptional attention to detail, be resourceful and customer-focused, and will be able to independently learn and break down complexity. You will have a direct impact on the experience employees will have when contacting HR.

Key Responsibilities
· Work closely with the business to capture requirements for chatbot intents, utterances, and integrations
· Transform business requirements into designs, and build tasks including solution configuration, development, testing and planning.
· Implement supporting solutions for voice and chat using AWS services such as Connect, Lex, Lambda, Kinesis, Glue, CloudFormation, QuickSight, etc.
· Independently learn and perform system configuration, including routing, contact flows creation, chatbot utterance updates, metrics, and integration points.
· Develop global standards and best practices for governance and quality configuration.
· Implement and extend the framework to assess, migrate, and transform the contact center experience.
· Design solutions that enable a globally consistent, customer-centric experience for HR contacts.
· Partner with technology and business owners for ongoing evaluation, improvement, and expansion of existing tools.
· Collaborate effectively and seek to understand user experience and stakeholder perspective on tool offerings.