Business Systems Analyst – Amazon Connect Contact Center
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Job Description
Business Systems Analyst supporting Amazon Connect contact-center transformation and IVR modernization. Translating business needs into requirements, workflows, and delivery artifacts for Brillio’s Fortune 1000 clients.
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 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
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