Job Overview:
The Specialist, Technology Solutions is a senior-level individual contributor with deep subject matter expertise in Amazon Connect and AWS platform services, who independently leads complex, cross-functional analyses and solution design initiatives. Acting as a bridge between business stakeholders and technical teams, this role evaluates ambiguous business needs, develops innovative process models, and delivers data-driven recommendations that inform strategic decisions and major technology investments.
The analyst translates requirements into scalable, secure AWS-based Contact Center solutions leveraging AWS Connect and adjacent platform services such as IAM, Lambda, Lex, Bedrock, DynamoDB, Glue, and QuickSight, while ensuring alignment with information security and enterprise architecture standards. They influence project direction by identifying system interdependencies, assessing feasibility and risk, and guiding stakeholders toward high-value outcomes that improve service quality and operational efficiency.
Success in this role is demonstrated through the delivery of comprehensive analytical outputs that withstand technical scrutiny, high-quality requirements that minimize scope creep, and measurable business impact from implemented solutions. The Technology Solution Analyst models strong customer centricity, adaptability, collaboration, innovation, critical thinking, and technical acumen; mentors other analysts; facilitates cross-functional working sessions; and consistently raises the performance bar by challenging assumptions and upholding analytical integrity.
Key Responsibilities:
Work closely with business stakeholders, including sales, marketing, and customer service teams, to gather requirements and understand their needs.
Configure and customize CCaaS applications to meet business needs, including creating call flows, workflows, routing rules, reporting and automations.
Manage AWS IAM user roles, permissions, profiles, and sharing settings to ensure appropriate access and data security.
Identify opportunities to optimize business processes through automation, integration, and customization of AWS, Five9 and related Call Center applications.
Key Skills & Qualifications:
Bachelor’s degree in business, Information Technology, Computer Science, or related field. Salesforce certifications (e.g., Salesforce Certified Administrator, Salesforce Certified Business Analyst) are preferred.
Hands-on experience with CCaaS configuration and customization, including the design of call flows, routing rules, reporting and automations.
Knowledge of AWS Athena, Glue, Quick Sight and other Cloud-based Business Intelligence and Reporting tools, especially AWS
Familiarity with Dynamo DB, Lambda, Kinesis, Lex, Bedrock, API Gateway and other AWS Connect-adjacent AWS PaaS offerings.
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Who we are:
At Pearson, our purpose is simple: to help people realize the life they imagine through learning. We believe that every learning opportunity is a chance for a personal breakthrough. We are the world's lifelong learning company. For us, learning isn't just what we do. It's who we are. To learn more: We are Pearson.
Pearson is an Equal Opportunity Employer and a member of E-Verify. Employment decisions are based on qualifications, merit and business need. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, gender expression, age, national origin, protected veteran status, disability status or any other group protected by law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.
If you are an individual with a disability and are unable or limited in your ability to use or access our career site as a result of your disability, you may request reasonable accommodations by emailing [email protected].
Job: Service Owner
Job Family: TECHNOLOGY
Organization: Corporate Strategy & Technology
Schedule: FULL_TIME
Workplace Type: Hybrid
Req ID: 23367
