IT Test and Quality Analyst developing and executing test plans in a hybrid environment at a leading PayTech company. Collaborating with teams across Europe to ensure quality software delivery.
About the role
- Amazon Connect Analyst responsible for managing and analyzing Petco’s Amazon Connect console. Key tasks include optimizing conversational analytics and managing user accounts.
Responsibilities
- Working directly in Petco’s Amazon Connect console (with required oversight)
- Conversational analytics, Auto QA, and Self-Service (chatbot, IVR, etc.)
- This may also include tuning elements of Agent-Assist within the Amazon Connect platform.
- Detailed analysis of how rules are performing and continual improvement of their accuracy. This includes making recommendations for and implementing new or different rules.
- Managing user accounts in Amazon Connect for Concentrix users
- May include additional work in the Amazon Connect console to support the Petco team as require
- Create, update, and maintain tagging rules based on business needs and insights
- Monitor and improve conversational analytics and contact driver identification
- Track chatbot performance and reduce utterance failures through continuous tuning
- Support Agent Assist by managing predefined responses for agents
- Conduct testing and validation to ensure accuracy before production deployment
- Manage user access and perform audits within Amazon Connect
- Maintain documentation for rule changes, updates, and system configurations
- Provide ad-hoc analysis and recommendations to improve customer experience
Requirements
- 2–5 years of experience in customer experience, contact center analytics, or VoC roles
- Hands-on or working knowledge of Amazon Connect / Contact Center tools
- Manage and optimize Auto QA, Contact Lens, Agent Assist, and self-service (chatbot/IVR) within the Amazon Connect platform
- Analyze voice/chat transcripts to improve tagging accuracy, business rules, and contact drivers
- Create, update, and maintain rules to enhance conversational analytics and QA insights
- Monitor chatbot performance, reduce utterance failures, and improve containment rates
- Support testing activities to ensure smooth production releases
- Manage user access, audits, and documentation within Amazon Connect
- Provide actionable insights to improve customer experience and reduce contact volume
- Strong analytical and problem-solving skills
- Excellent English communication (written and verbal)
- High attention to detail and ability to analyze large datasets/transcripts
- Proficiency in Excel / data analysis tools
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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