Implementation Business Analyst

Local Measure • Council of the City of Sydney, New South Wales, Australia • 4d ago

Implementation Business Analyst

Sydney

Local Measure is an exciting SaaS company building next-generation customer experience and engagement software for the world's top brands. We are a passionate and close-knit team of 40+ people, with offices in Sydney, Singapore, Barcelona, Amsterdam, Cape Town, and Miami, and an all-star set of investors, advisors, and senior executives from Google, Twitter, Salesforce, and Uber to name a few.

We have been busy reimagining our cloud contact center product: an omni-channel agent desktop built on top of Amazon Connect (learn more here ).

This is a rare and exciting opportunity for a talented and hungry analyst to work alongside Local Measure's most senior executives to create a blueprint for successful client implementations that will impact the future trajectory of our business.

We are a values-driven organisation, and our eight Core Values keep us aligned and motivated every day:

Zero Ego: We're all equal players. Anyone can have an idea and everyone's opinion gets a shot.
Think Like A Customer: We want our customers to thrive. Our #1 commitment is to their success.
Own It: If you have a good idea, run with it. The ball is in your court, ace it.
Punch Above: Our size doesn't hold us back. We'll go against anyone and outperform on agility and skill.
Have Grit: We strive to win. We are scrappy, resourceful, and determined.
Laugh Out Loud: Laughter is always heard around our offices. Don't underestimate the value of a one-liner.
Build Each Other Up: The whole is greater than the sum of its parts. We help each other out and celebrate as a team.
Do The Right Thing: We are responsible for what we put into the world. We play by the rules, even when it's easier not to.

About You

Do you like helping customers release business value by implementing state-of-the-art cloud services and new technologies?

Local Measure is looking for an Implementation Analyst to help establish our Engage product as the de-facto agent desktop solution for Amazon Connect. This is both a technical and customer-facing position for someone who can dive deep into customer requirements, build Amazon Connect environments, and help customers accelerate their adoption of this new service.

Your broad responsibilities include:

The technical engagement and success around specific Engage implementation projects - You should be comfortable discussing Amazon Connect contact flows and environment details with engineers, solution architects, clients, and external technical stakeholders.
Supporting our global customer success team to manage technical client questions interfacing between customer support and solution architects.
Capturing and sharing best practices, writing documentation, and creating business processes to deliver to customers and internally to solutions architects.

Skills & Experience

Hands-on experience building, migrating, and deploying complex cloud-based solutions.
Customer-facing experience, diving deep to understand technical requirements and problems that we have to solve.
Ability to build and document processes in an organised and scalable way.
Experience working to tight deadlines and working with multiple stakeholders in a project capacity.
Strong analytical problem-solving ability and passion for getting hands dirty.

Preferred Skills:

Amazon Connect or equivalent cloud contact center experience.
Production chat and voice bot solutions.

Qualifications:

B.S. in Computer Science/Bachelors of Commerce, related fields, or commensurate work experience.
AWS Certification at Associate level or equivalent is favourable.
Strong spoken and written English is a must; additional languages such as German, Spanish, or French are favourable.

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