• Engage with business stakeholders to elicit, document, and validate functional and non-functional requirements • Translate high-level business needs into detailed user stories, acceptance criteria, and business process flows • Perform gap analysis to identify differences between current and desired future state • Collaborate with technical teams to ensure requirements are clearly understood and feasible within AWS/Amazon Connect ecosystems • Map end-to-end customer journeys across voice, chat, and digital channels • Identify customer pain points, inefficiencies, and opportunities for process improvement • Define KPIs and success measures for customer experience projects • Support the design of agent and customer workflows that balance efficiency and empathy • Partner with QA and client teams during UAT to ensure solutions meet requirements and expectations • Validate that deployed features align with documented business objectives and CX standards • Support defect triage by clarifying requirements and business impact • Work with analytics teams to define reporting needs for customer experience measurement • Analyze customer interaction data, agent performance metrics, and contact center KPIs • Support continuous improvement by tracking adoption, usage, and outcomes post-deployment • Act as a liaison between business stakeholders, technical developers, and project managers • Facilitate workshops, interviews, and focus groups to align stakeholders on requirements and priorities • Prepare and deliver clear documentation, process diagrams, and presentations • Contribute to client demonstrations and solution walkthroughs