About this role
About the Role Intuit's GBSG Routing RTB team is seeking a Staff Business Systems Analyst to tackle ambiguous, end-to-end routing problems across a complex contact-channel landscape. The role combines cross-functional leadership, platform SME responsibilities, and an AI-first approach to accelerate delivery and surface insights from routing data. What You'll Do
- Lead complex, cross-functional routing initiatives end-to-end—from stakeholder discovery and requirements synthesis through CUP/Amazon Connect configuration, UAT coordination, production deployment, and post-launch monitoring.
- Drive routing design decisions across ambiguous problem spaces by synthesizing inputs from GBSG BU stakeholders, WFM Operations, Product Development, and Virtual Expert Platform (VEP) to produce clear, risk-aware solutions.
- Configure and maintain multi-region Amazon Connect environments (Americas, EMEA, APac), including routing profiles, queue and skill assignments, outbound campaign dialer configurations, and Hours of Operation (HOO).
- Execute advanced CUP configurations including ABR route plans, GenAI/AI Routing (AIR) configurations, eligibility logic, overflow/failover behavior. What We're Looking For
- Proven experience leading cross-functional routing initiatives and stakeholder management across multiple business units.
- Strong analytical rigor with ability to interpret routing data, transfer pattern analysis, routing accuracy, and multi-contact diagnostics.
- Experience configuring and supporting contact-center platforms (Amazon Connect) and CUP, including multi-region routing and Hours of Operation.
- Knowledge of ABR routing, GenAI/AI Routing (AIR) configurations, and automation to surface insights and reduce manual effort.
- Ability to influence technology decisions and operate as a platform SME; comfortable working across Americas, EMEA, APac.
- AI-first mindset with willingness to apply generative AI tools to accelerate delivery. Nice to Have
- Experience with GenAI/AI Routing implementations and automation tooling.
- Familiarity with Virtual Expert Platform (VEP) or similar enterprise routing platforms.