Business Systems Analyst – Amazon Connect Contact Center- R01570792

Brillio is a digital technology services provider focused on innovative digital adoption and transformation. The company is seeking a Business Systems Analyst to support Amazon Connect contact center and IVR transformation initiatives by gathering requirements, analyzing processes, supporting solution design, and coordinating delivery through go-live and post-production support.

Responsibilities:

• 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 opportunities for process improvement across current-state and future-state solutions
• Create and maintain BRDs, functional specifications, requirement traceability documentation, Jira user stories, Confluence pages, and other project artifacts
• Facilitate requirement workshops, stakeholder reviews, backlog refinement sessions, sprint planning, demos, and project status discussions
• Collaborate with Product Owners, Project Managers, Business Stakeholders, UX Designers, Development Teams, QA Teams, and Technical Teams to ensure alignment across delivery workstreams
• 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 business 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 tools such as Jira and Confluence
• • Ability to collaborate effectively with business stakeholders, product owners, project managers, UX teams, developers, QA teams, and technical architects
• • Strong analytical, communication, facilitation, and problem-solving skills with the ability to translate complex business needs into clear delivery-ready requirements
• • Business Analysis: Requirements elicitation, stakeholder analysis, process mapping, gap analysis, user story writing, acceptance criteria, backlog support, and requirement traceability
• • Contact Center Domain: IVR flows, call routing, queue management, agent transfers, self-service design, escalation paths, customer journey analysis, and operational reporting
• • Amazon Connect: Contact flows, routing profiles, queues, prompts, Lex integration, Lambda integration, DynamoDB lookups, call attributes, and cloud-based contact center delivery concepts
• • Delivery Tools: Jira, Confluence, Microsoft Office, Visio or process flow tools, Figma review, and collaboration platforms
• • Testing and Validation: UAT support, test case review, defect triage, requirement validation, production readiness, go-live support, and post-deployment verification
• • Communication: Workshop facilitation, stakeholder presentations, cross-functional coordination, documentation, issue resolution, and executive-ready status communication
• • Experience with AWS services commonly used in contact center solutions, including AWS Lambda, Amazon Lex, Amazon DynamoDB, CloudWatch, and related integration patterns
• • Familiarity with contact center analytics, call recordings, queue metrics, agent performance dashboards, reporting requirements, and operational KPIs
• • Experience supporting healthcare, insurance, financial services, or other regulated contact center environments
• • Experience with QA and testing activities, including UAT coordination, test scenario review, defect triage, and production validation
• • Familiarity with customer journey mapping, Figma-based design reviews, conversational design, prompt management, and omnichannel support capabilities