Business Systems Analyst – Amazon Connect Contact Center

🔥 0 minutes ago

🏰 Missouri – Remote

🏰 Missouri – Remote

💵 $75 - $80 / hour

⏳ Contract/Temporary

🟡 Mid-level

🟠 Senior

🧐 Business Analyst

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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Brillio

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🏥 Healthcare

🛡️ Insurance

📦 Logistics

💰 Private Equity Round on 2019-01

Healthcare • Insurance • Logistics

Brillio is a technology consulting company that specializes in driving digital transformation for businesses across various industries such as banking, financial services, insurance, life sciences, telecom and media, healthcare, and retail. They focus on customer experience transformation, data and AI, product and platform engineering, and provide infrastructure, cloud, and security solutions. With an emphasis on engineering digital products and leveraging generative AI, Brillio aims to provide bespoke solutions that help businesses thrive in the age of AI and technological disruption. They also offer services to help businesses adapt to new technological challenges and turn disruptions into competitive advantages.

📋 Description

• Support Amazon Connect contact center and IVR migration initiatives from discovery through implementation, deployment, hypercare, and post-production support • Gather, analyze, validate, document, and manage business and system requirements throughout the project lifecycle • Translate business needs into functional requirements, process flows, workflow diagrams, user stories, acceptance criteria, and technical documentation • Analyze IVR call flows, customer journeys, prompts, authentication methods, routing logic, self-service functionality, agent transfers, and escalation paths • Identify requirement gaps, dependencies, risks, migration impacts, and process-improvement opportunities • Create and maintain BRDs, functional specifications, requirement traceability documentation, Jira user stories, Confluence pages, and project artifacts • Facilitate requirement workshops, stakeholder reviews, backlog refinement, sprint planning, demos, and project status discussions • Collaborate with Product Owners, Project Managers, business stakeholders, UX designers, development teams, QA teams, and technical teams • Partner with UX teams using Figma to review customer journey designs, IVR experiences, and business-requirement alignment • Support UAT planning, requirement validation, defect triage, business sign-off, deployment readiness, go-live activities, and post-production validation • Track defects, enhancements, risks, dependencies, action items, and requirement changes through resolution • Validate delivered solutions against approved requirements, customer-experience goals, and organizational standards

🎯 Requirements

• Bachelor’s degree in Business Administration, Information Systems, Computer Science, or a related field, or equivalent professional experience • Experience as a Business Systems Analyst, Business Analyst, Product Analyst, or similar role supporting contact center, IVR, CRM, or cloud technology initiatives • Hands-on experience supporting Amazon Connect-based contact center implementations, migrations, enhancements, or production support activities • Strong understanding of contact center operations, IVR design, call routing, self-service flows, agent workflows, customer experience journeys, and operational reporting needs • Experience documenting business requirements, functional specifications, process flows, user stories, acceptance criteria, and requirement traceability matrices • Experience working in Agile delivery environments with Jira and Confluence • Ability to collaborate with business stakeholders, product owners, project managers, UX teams, developers, QA teams, and technical architects • Strong analytical, communication, facilitation, and problem-solving skills • Preferred: experience with AWS Lambda, Amazon Lex, Amazon DynamoDB, CloudWatch, contact center analytics, regulated industries, QA/testing, UAT coordination, Figma, conversational design, prompt management, and omnichannel support • CSPO listed under Primary Skills