T. Rowe Price

T. Rowe Price

Senior Business Analyst (Voice)

Owings Mills, MD · Senior

No sponsorshipDetected 65 days ago
DynamoDBAWSData EngineeringCRMCustomer SupportManual Testing

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odds of building a lasting career here

35Risky
Cap-exempt (no lottery)0
Sponsors this role72
Entry-level history0
PERM / green-card track0
Lottery odds40
Fits your clock70

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About the role

  • The Senior Business Analyst on the Voice team is responsible for partnering with business stakeholders, product owners, and technology teams to analyze business needs and translate them into scalable contact center solutions using Amazon Connect.
  • In return, we'll give you challenging work that has an impact / opportunities to learn and grow / and a collaborative culture that encourages every member of our team to bring their point of view to the table-because that's how we help our clients succeed.
  • Are you able to tackle problems independently under general guidance?

Responsibilities

  • Applies a lean-agile mind-set to work and supports organizational agility
  • May support functional testing and other support tasks (e.g. content authoring, data configuration) as necessary
  • Partner with business, operations, and technology stakeholders to gather, analyze, and document business and functional requirements for Amazon Connect solutions
  • Lead workshops, stakeholder interviews, and discovery sessions to understand current-state processes, pain points, and future-state needs
  • Support the design and enhancement of Amazon Connect capabilities, including contact flows, queues, routing profiles, IVR experiences, reporting, and agent workflows
  • Collaborate with solution architects, developers, and platform administrators to ensure business requirements are accurately implemented
  • The backgrounds, talents, and experiences of our global associates allow us to embrace new ideas and perspectives that move our business priorities forward and enable us to deliver strong client outcomes.

Requirements

  • Hands-on experience with Amazon Connect implementation, enhancement, or support
  • Knowledge of contact flows, routing profiles, queues, hours of operation, user management, metrics and reporting
  • Familiarity with IVR, omnichannel/contact center capabilities, and call routing logic
  • FINRA licenses are not required and will not be supported for this role
  • You can use this opportunity to tell us more about your background and interest than we can learn from a resume alone.

Nice to have

  • Prior experience in the Financial Services and Asset Management industries, specifically with investment product data pipelines and business rules, is preferred, but not required

Compensation

  • $96,500.00 - $164,000.00 for the location of: Maryland, Colorado, Washington and remote workers
  • $105,000.00 - $180,000.00 for the location of: Washington, D.C.
  • $120,000.00 - $205,000.00 for the location of: New York, California
  • Base salary is only one component of our total compensation package.

Benefits

  • As an associate, you'll be supported with resources, benefits, and work-life balance so you can thrive in ways that matter to you.
  • Featured employee benefits to enrich your life:
  • Annual bonus eligibility
  • A generous retirement plan
  • Health and wellness benefits, including online therapy
  • Paid time off for vacation, illness, medical appointments, and volunteering days
  • Family care resources, including fertility and adoption benefits
  • Learn more about our benefits.

Company info

  • Role Summary
  • This role focuses on requirements elicitation, process analysis, solution design support, and delivery coordination for customer service and contact center initiatives.
  • The individual helps optimize customer and agent experiences by improving workflows, routing logic, reporting, integrations, and overall operational effectiveness across the Amazon Connect platform.
  • We expect you to be agile / to lead / to think outside the box.
  • You will help define business requirements, build application and process specifications, drive data mapping and business rules specifications, and ensure that work is in alignment with the overarching business and technical strategies.
  • Are you a dedicated professional who is accountable for your own work?
  • If so, we encourage you to apply!

Equal opportunity

  • Here, you can expect equal opportunity and fair and consistent treatment for all.
  • equal opportunity employer and values diversity of thought, gender, and race.

Visa & Work Authorization

  • Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States (e.g., H1-B visa, F-1 visa (OPT), TN visa or any other non-i
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