Business Systems Analyst – Amazon Connect Contact Center
B
BrillioDigital Technology
Saint Louis, Missouri, United StatesContractMiddle
Salary75 - 80 USD per hour
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Job Details
- Required Skills
- AgileBusiness AnalysisFigmaJiraConfluence
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, and customer experience journeys.
- 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.
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.
- Facilitate requirement workshops, stakeholder reviews, backlog refinement sessions, sprint planning, and demos.
- Partner with UX teams using Figma to review customer journey designs and IVR experiences.
- Support UAT planning, defect triage, business sign-off, deployment readiness, and go-live activities.
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