The Giant Bullseye
Product Analyst Contact Center Solutions
The Giant Bullseye, Saint Louis, Missouri, United States
Job Description
Job Description
Job Summary: We are seeking a data-driven and detail-oriented Product Analyst to support the development and optimization of Amazon Connect-based contact center solutions. The ideal candidate will analyze product performance, gather user insights, and support decision-making across product, engineering, and operations teams. Experience in the healthcare industry or other regulated environments is highly preferred. Key Responsibilities: Analyze product usage, performance metrics, and customer interactions within Amazon Connect
Support product managers in defining KPIs, tracking outcomes, and identifying optimization opportunities
Translate user feedback and business needs into actionable insights and requirements
Collaborate with cross-functional teams to support feature development and enhancements
Generate regular reports and dashboards to monitor call flows, IVR performance, and agent productivity
Ensure data-driven decisions are aligned with healthcare compliance and privacy standards (e.g., HIPAA)
Required Skills & Qualifications: 3+ years of experience as a product analyst, business analyst, or in a similar data-focused role
Experience with contact center platforms, preferably Amazon Connect
Strong analytical skills and proficiency with tools such as Excel, SQL, and BI platforms (e.g., Tableau, Power BI)
Understanding of contact center operations, IVR flows, and customer experience metrics
Excellent communication skills and ability to present findings to both technical and non-technical audiences
Preferred Qualifications: Experience in the healthcare industry, especially in support, patient services, or regulatory environments
Familiarity with AWS services used alongside Amazon Connect (e.g., Lex, Lambda, Contact Lens)
Exposure to CRM tools like Salesforce or Zendesk
Knowledge of compliance frameworks such as HIPAA and experience handling sensitive data
Job Description
Job Summary: We are seeking a data-driven and detail-oriented Product Analyst to support the development and optimization of Amazon Connect-based contact center solutions. The ideal candidate will analyze product performance, gather user insights, and support decision-making across product, engineering, and operations teams. Experience in the healthcare industry or other regulated environments is highly preferred. Key Responsibilities: Analyze product usage, performance metrics, and customer interactions within Amazon Connect
Support product managers in defining KPIs, tracking outcomes, and identifying optimization opportunities
Translate user feedback and business needs into actionable insights and requirements
Collaborate with cross-functional teams to support feature development and enhancements
Generate regular reports and dashboards to monitor call flows, IVR performance, and agent productivity
Ensure data-driven decisions are aligned with healthcare compliance and privacy standards (e.g., HIPAA)
Required Skills & Qualifications: 3+ years of experience as a product analyst, business analyst, or in a similar data-focused role
Experience with contact center platforms, preferably Amazon Connect
Strong analytical skills and proficiency with tools such as Excel, SQL, and BI platforms (e.g., Tableau, Power BI)
Understanding of contact center operations, IVR flows, and customer experience metrics
Excellent communication skills and ability to present findings to both technical and non-technical audiences
Preferred Qualifications: Experience in the healthcare industry, especially in support, patient services, or regulatory environments
Familiarity with AWS services used alongside Amazon Connect (e.g., Lex, Lambda, Contact Lens)
Exposure to CRM tools like Salesforce or Zendesk
Knowledge of compliance frameworks such as HIPAA and experience handling sensitive data