Business Analyst
SILVERLINK TECHNOLOGIES PTE. LTD.
Job Description: Amazon Connect Business Analyst
8+ years of business analysis experience, including 2+ contact-centre migration projects; Amazon Connect preferred.
Strong knowledge of IVR, ACD, routing, and KPIs such as AHT, FCR, SLA, and CSAT.
Expertise in requirements gathering, process mapping, stakeholder management, and UAT facilitation.