Offer summary

Qualifications:

Bachelor’s degree in Computer Science, Information Systems, Business, or a related field., 3+ years of experience as a Business Systems Analyst with a focus on AWS Connect., Strong knowledge of AWS services and experience with CRM integrations., Proficiency in SQL, JSON, and REST APIs for data extraction and integration..

Key responsabilities:

Gather and analyze business requirements for AWS Connect implementations.

Configure and optimize AWS Connect, including IVR flows and call routing.

Document functional and technical specifications, use cases, and process workflows.

Conduct data analysis and generate reports to track contact center performance and KPIs.

Job description

About Brillio:

Brillio is one of the fastest growing digital technology service providers and a partner of choice for many Fortune 1000 companies seeking to turn disruption into a competitive advantage through innovative digital adoption. Brillio, renowned for its world-class professionals, referred to as "Brillians", distinguishes itself through their capacity to seamlessly integrate cutting-edge digital and design thinking skills with an unwavering dedication to client satisfaction.

Brillio takes pride in its status as an employer of choice, consistently attracting the most exceptional and talented individuals due to its unwavering emphasis on contemporary, groundbreaking technologies, and exclusive digital projects. Brillio's relentless commitment to providing an exceptional experience to its Brillians and nurturing their full potential consistently garners them the Great Place to Work® certification year after year.

Role: Business System Analyst

Experience: 8+ years.

Location: Remote

Job Summary: We are seeking a skilled Business Systems Analyst (BSA) with expertise in AWS Connect to join our team. The ideal candidate will play a critical role in analyzing business requirements, designing system solutions, and collaborating with stakeholders to optimize AWS Connect implementations. This role requires a deep understanding of contact center solutions, AWS services, and business process improvements.

Key Responsibilities:

· Gather and analyze business requirements for AWS Connect implementations.

· Work closely with stakeholders, including business teams, developers, and architects, to design scalable solutions.

· Configure and optimize AWS Connect to meet business needs, including IVR flows, call routing, and integrations.

· Collaborate with cross-functional teams to ensure seamless integration with CRM, AI-driven chatbots, and third-party applications.

· Document functional and technical specifications, use cases, and process workflows.

· Conduct data analysis and generate reports to track contact center performance and KPIs.

· Identify areas of improvement and recommend automation strategies using AWS Lambda, Lex, and other AWS services.

· Work with developers and QA teams to support testing, troubleshooting, and issue resolution.

· Provide end-user training and documentation to enhance adoption and efficiency.

· Stay up to date with AWS Connect updates and best practices to drive innovation within the organization. ________________________________________

Required Qualifications:

· Bachelor’s degree in Computer Science, Information Systems, Business, or a related field.

· 3+ years of experience as a Business Systems Analyst with a focus on AWS Connect.

· Hands-on experience configuring AWS Connect, including IVR setup, call routing, and real-time analytics.

· Strong knowledge of AWS ecosystem, including Lambda, Lex, DynamoDB, S3, API Gateway, and Kinesis.

· Experience with CRM integrations (e.g., Salesforce, Zendesk, ServiceNow) and third-party APIs.

· Ability to analyze complex business problems and propose data-driven solutions.

· Proficiency in SQL, JSON, and REST APIs for data extraction and integration.

· Experience with Agile methodologies and tools like JIRA, Confluence, and Git.

· Excellent communication skills with the ability to translate technical solutions into business terms.

Preferred Qualifications:

· AWS Certified: AWS Certified Solutions Architect – Associate or AWS Certified Developer – Associate.

· Experience with AI-driven customer engagement tools and automation.

· Background in contact center operations and customer experience strategies.

· Knowledge of security best practices for AWS services and data compliance requirements.

Why should you apply for this role?

As Brillio continues to gain momentum as a trusted partner for our clients in their digital transformation journey, we strive to set new benchmarks for speed and value creation. The Vertical team at Brillio is at the forefront of leading this charge by reimagining and executing how we structure, sell and deliver our services to better serve our clients.

Know what it’s like to work and grow at Brillio: https://www.brillio.com/join-us/

Equal Employment Opportunity Declaration

Brillio is an equal opportunity employer to all, regardless of age, ancestry, colour, disability (mental and physical), exercising the right to family care and medical leave, gender, gender expression, gender identity, genetic information, marital status, medical condition, military or veteran status, national origin, political affiliation, race, religious creed, sex (includes pregnancy, childbirth, breastfeeding, and related medical conditions), and sexual orientation.

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