Business System Analyst

Summary

Join Brillio as a Business Systems Analyst specializing in AWS Connect. You will analyze business needs, design system solutions, and collaborate with stakeholders to optimize AWS Connect implementations. This role demands expertise in contact center solutions, AWS services, and process improvements. You will gather and analyze requirements, configure and optimize AWS Connect, integrate with various systems, document processes, conduct data analysis, and identify areas for improvement. The ideal candidate possesses strong analytical and communication skills and experience with Agile methodologies. Brillio offers a remote work environment.

Requirements

• 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

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

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

Benefits

• Remote work
• $120,000 - $130,000 a year