We are looking for a skilled, dedicated Amazon Connect Analyst to perform the detailed work required to get the most out of the Amazon Contact platform and its features. This includes analyzing current performance, adding rules, tuning these through detailed analysis (often of individual transcripts), and regular maintenance to ensure desired outcomes as the business and customer experience change.
ShyftLabs is a growing data product company that was founded in early 2020 and works primarily with Fortune 500 companies. We deliver digital solutions built to help accelerate the growth of businesses in various industries by focusing on creating value through innovation.
Job 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
Basic Qualifications:
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
Preferred Skills:
Understanding of the E-commerce customer experience (ordering online, etc.)
Strong English language skills, written and spoken
Strong analysis skills and business acumen
Attention to detail
Ability to learn new concepts quickly and think critically about both the task at hand and how it contributes to broader business outcomes.
Previous experience with Amazon Connect and conversational analytics experience is a plus
Additional Information
We are proud to offer a competitive salary alongside a strong insurance package. We pride ourselves on the growth of our employees, offering extensive learning and development resources
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