At T. Rowe Price, we identify and actively invest in opportunities to help people thrive in an evolving world. As a premier global asset management organization with more than 85 years of experience, we provide investment solutions and a broad range of equity, fixed income, and multi-asset capabilities to individuals, advisors, institutions, and retirement plan sponsors. We take an active, independent approach to investing, offering our dynamic perspective and meaningful partnership so our clients can feel more confident.
We believe doing the right thing for our clients and our associates is good business. With a career at the firm, you can expect opportunities to create real impact at work and in your community. You’ll enjoy resources to support your career path, as well as compensation, benefits, and flexibility to enrich your life. Here, you’ll find a collaborative culture that respects and values differences and colleagues who share a spirit of generosity.
Join us for the opportunity to grow and make a difference in ways that matter to you.
About the Team
The Senior Business Analyst on the Voice team is responsible for partnering with business stakeholders, product owners, and technology teams to analyze business needs and translate them into scalable contact center solutions using Amazon Connect.
Role Summary
This role focuses on requirements elicitation, process analysis, solution design support, and delivery coordination for customer service and contact center initiatives. The individual helps optimize customer and agent experiences by improving workflows, routing logic, reporting, integrations, and overall operational effectiveness across the Amazon Connect platform.
We expect you to be agile / to lead / to think outside the box. In return, we’ll give you challenging work that has an impact / opportunities to learn and grow / and a collaborative culture that encourages every member of our team to bring their point of view to the table—because that’s how we help our clients succeed. You will help define business requirements, build application and process specifications, drive data mapping and business rules specifications, and ensure that work is in alignment with the overarching business and technical strategies.
Responsibilities
You articulate business needs and translate them into technology solutions
Help define and breakdown business needs for new and/or enhanced services, processes, or features for a digital product team
Working closely with product owners and other stakeholders to ensure that all business requirements are understood, documented, and met
Applies a lean-agile mind-set to work and supports organizational agility
Works with other digital business analysts to ensure new or updated features are in alignment with digital domain standards and best practices
May support functional testing and other support tasks (e.g. content authoring, data configuration) as necessary
Partner with business, operations, and technology stakeholders to gather, analyze, and document business and functional requirements for Amazon Connect solutions
Lead workshops, stakeholder interviews, and discovery sessions to understand current-state processes, pain points, and future-state needs
Translate business requirements into detailed user stories, process flows, use cases, and functional specifications
Support the design and enhancement of Amazon Connect capabilities, including contact flows, queues, routing profiles, IVR experiences, reporting, and agent workflows
Collaborate with solution architects, developers, and platform administrators to ensure business requirements are accurately implemented
Analyze contact center operations and recommend improvements to customer journeys, agent experience, call routing, self-service, and service efficiency
Identify integration requirements between Amazon Connect and related systems such as CRM platforms, case management tools, analytics solutions, and AWS services
Facilitate backlog refinement, prioritization, and requirements traceability across projects and enhancements
Support testing activities, including test scenario development, user acceptance testing, defect triage, and validation of delivered solutions
Create and maintain business process documentation, requirements artifacts, training materials, and operational support documentation
Monitor solution performance and business outcomes using contact center KPIs and reporting insights, and recommend continuous improvements
Act as a liaison between business users and technical teams to resolve issues, clarify requirements, and support successful delivery and adoption
Ensure solutions align with governance, risk, compliance, and operational standards where applicable
Qualifications
Required:
Bachelor's degree or the equivalent combination of education and relevant experience AND 5+ years of total relevant work experience
Hands-on experience with Amazon Connect implementation, enhancement, or support
Knowledge of contact flows, routing profiles, queues, hours of operation, user management, metrics and reporting
Integrations with other AWS services such as Lambda, Lex, S3, CloudWatch, DynamoDB
Familiarity with IVR, omnichannel/contact center capabilities, and call routing logic
You actively seek feedback and guidance to improve analytical and technical skills
Demonstrates strong logic and reasoning capabilities
Can explain basic technical concepts to a non-technical audience
Preferred:
Prior experience in the Financial Services and Asset Management industries, specifically with investment product data pipelines and business rules, is preferred, but not required
Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States (e.g., H1-B visa, F-1 visa (OPT), TN visa or any other non-immigrant work status).
FINRA Requirements
FINRA licenses are not required and will not be supported for this role
Work Flexibility
This role is eligible for hybrid work, with up to three days per week from home.
Base Salary Ranges
Please review the job posting for the location of this specific opportunity.
$96,500.00 - $164,000.00 for the location of: Maryland, Colorado, Washington and remote workers
$105,000.00 - $180,000.00 for the location of: Washington, D.C.
$120,000.00 - $205,000.00 for the location of: New York, California
Placement within the range provided above is based on the individual’s relevant experience and skills for the role. Base salary is only one component of our total compensation package. Employees may be eligible for a discretionary bonus, which is determined upon company and individual performance.
Commitment to Diversity, Equity, and Inclusion
At T. Rowe Price, our associates are our greatest asset. We thrive because our company culture is built on inclusion and because we sustain a work environment where associates can bring their best selves to work every day. The backgrounds, talents, and experiences of our global associates allow us to embrace new ideas and perspectives that move our business priorities forward and enable us to deliver strong client outcomes. Here, you can expect equal opportunity and fair and consistent treatment for all.
We value your goals and needs, at work and in life. As an associate, you’ll be supported with resources, benefits, and work-life balance so you can thrive in ways that matter to you.
Featured employee benefits to enrich your life:
Competitive compensation
Health and wellness benefits, including online therapy
Paid time off for vacation, illness, medical appointments, and volunteering days
Family care resources, including fertility and adoption benefits
Learn more about our benefits.
T. Rowe Price is an equal opportunity employer and values diversity of thought, gender, and race. We believe our continued success depends upon the equal treatment of all associates and applicants for employment without discrimination on the basis of race, religion, creed, color, national origin, sex, gender, age, mental or physical disability, marital status, sexual orientation, gender identity or expression, citizenship status, military or veteran status, pregnancy, or any other classification protected by country, federal, state, or local law.
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