Amazon Connect Analyst

Position Overview:

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

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