Intuit
Staff Business Systems Analyst – Contact Center Routing
$156K–$229K
San Diego, California +2 · Staff · Full-time · Posted Jun 8, 2026
- Location
- San Diego, California
Mountain View, California
Atlanta, Georgia - Experience
- 5–8+ years; posting also specifies progression in scope and complexity.
- Education
- Bachelor's degree in Information Technology, Business, Computer Science, or a related field — or equivalent practical experience.
About the job
Leads end-to-end contact center routing initiatives for GBSG, configuring routing platforms and analyzing performance to improve routing outcomes.
What you'll do
- Lead routing initiatives from requirements discovery through configuration, testing, deployment, and monitoring.
- Configure Amazon Connect and CUP routing features across regions; advise stakeholders on platform capabilities and design tradeoffs.
- Analyze routing performance, respond to routing incidents, and recommend improvements while promoting AI tools and coaching teammates.
What they ask for
- 5–8+ years of experience in business systems analysis, technical operations, or a related discipline.
- Hands-on experience with contact center routing platforms; Amazon Connect is strongly preferred.
- Ability to independently lead ambiguous, cross-functional initiatives and turn competing requirements into risk-aware technical solutions.
- Strong analytical skills with operational data platforms such as QlikSense, Splunk, Databricks, or equivalent; actively applies generative AI tools.
Nice to have
- Direct experience with CUP, CUE, or Amazon Connect routing profile management; experience with ABR, AIR, or skills-based routing.
- Familiarity with Sherlock, SalesForce, Postman, Jenkins, GitHub, or CSHQ/AMT; contact center or Workforce Management experience is also preferred.
Pay
San Diego: USD 156,500 - 212,000 base salary; Mountain View, CA: USD 169,000- 229,000 base salary
Tools
Amazon Connect, CUP, CUE, QlikSense, Splunk, Databricks, ChatGPT, Gemini
AI focus
Proactively use generative AI tools and automation to accelerate analysis, configuration, and documentation, reduce manual effort, surface routing insights, and encourage broader team adoption.
Model-written summary · the original posting is authoritative