Amazon Connect & IVR Transformation Analyst
Brillio 2
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Job summary
Brillio is seeking a Business Systems Analyst with strong experience in Amazon Connect-based contact center solutions to support contact center transformation, IVR modernization, and cloud migration initiatives.
This role partners with product owners, project managers, UX designers, development and QA teams to document requirements, analyze processes, and ensure successful delivery from discovery through go-live and post-production support.
Qualifications
- Bachelor's degree or equivalent professional experience.
- Experience as a Business Systems Analyst or similar in contact center/IVR/cloud initiatives.
- Hands-on experience with Amazon Connect implementations.
- Strong understanding of contact center operations, IVR design, and agent workflows.
- Experience with Jira and Confluence in Agile environments.
- Ability to translate business needs into clear requirements.
Responsibilities
- Support Amazon Connect migrations from discovery to post-production.
- Gather, analyze, document, and manage requirements.
- Translate needs into functional specs, flows, and user stories.
- Collaborate with stakeholders and delivery teams.
- Facilitate workshops, backlog refinement, and sprint planning.
- Validate solutions against requirements and standards.
Skills
Education
Tools
Job description
Brillio is seeking a Business Systems Analyst with strong experience in Amazon Connect-based contact center solutions to support contact center transformation, IVR modernization, and cloud migration initiatives.
This role partners with product owners, project managers, UX designers, development and QA teams to document requirements, analyze processes, and ensure successful delivery from discovery through go-live and post-production support.
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