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Amazon Connect Business Analyst Jobs (NOW HIRING)

Brillio

The Lead Systems Engineer - Amazon Connect will be responsible for designing, implementing ... Support operational reporting and analytics that help business teams monitor service levels ...

New

Miratech

Senior Amazon Connect Developer

$125K - $165K/yr

Collaborate with business stakeholders, operations teams, and technical teams to deliver scalable ... Strong troubleshooting, debugging, analytical, and problem-solving skills. * Excellent ...

Miratech

Senior Amazon Connect Developer

Concord, NC · Remote

$105K - $138K/yr

Collaborate with business stakeholders, operations teams, and technical teams to deliver scalable ... Strong troubleshooting, debugging, analytical, and problem-solving skills. * Excellent ...

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All JobsBusiness JobsBusiness Services JobsBusiness Analyst JobsAmazon Connect Business Analyst Jobs

Amazon Connect Business Analyst information

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How much do amazon connect business analyst jobs pay per hour?

As of Sep 14, 2026, the average hourly pay for amazon connect business analyst in the United States is $47.43, according to ZipRecruiter salary data. Most workers in this role earn between $35.58 and $59.38 per hour, depending on experience, location, and employer.

What is an Amazon Connect Business Analyst?

An Amazon Connect Business Analyst is a professional who specializes in analyzing and optimizing contact center solutions using Amazon Connect, a cloud-based customer service platform. They work with business stakeholders to gather requirements, map customer journeys, and translate business needs into technical specifications for implementation. Their responsibilities often include data analysis, reporting, process improvement, and ensuring that Amazon Connect solutions align with organizational goals. Additionally, they collaborate with IT teams, end-users, and sometimes external vendors to enhance customer experience and streamline communication workflows.

What are the key skills and qualifications needed to thrive as an Amazon Connect Business Analyst?

To thrive as an Amazon Connect Business Analyst, you need strong analytical skills, experience in contact center operations, and a background in business analysis or a related field. Familiarity with Amazon Connect, AWS services, CRM systems, and data visualization tools like Tableau or Power BI is typically required. Excellent problem-solving abilities, communication skills, and stakeholder management distinguish top performers in this role. These competencies are essential for interpreting customer data, optimizing contact center workflows, and delivering actionable insights that drive business improvements.

How does an Amazon Connect Business Analyst typically collaborate with cross-functional teams during the implementation of contact center solutions?

As an Amazon Connect Business Analyst, you will frequently work alongside engineers, project managers, and customer support leaders to gather requirements, design workflows, and ensure smooth deployment of contact center solutions. Your role involves translating business needs into technical specifications and facilitating communication between technical teams and stakeholders. Regular meetings and documentation updates are common, and you may participate in user acceptance testing and training sessions to ensure the solution meets business objectives. Effective collaboration and strong communication skills are essential to bridge the gap between business goals and technical implementation.

What is the difference between Amazon Connect Business Analyst vs Customer Service Analyst?

AspectAmazon Connect Business AnalystCustomer Service Analyst
Required CredentialsBachelor's in Business, IT, or related field; familiarity with Amazon ConnectBachelor's in Business, Communications, or related field; customer service experience
Work EnvironmentTech-focused, call center technology environment, data analysisCustomer service centers, call centers, client interaction
Employer & Industry UsageTech companies, contact centers using Amazon ConnectRetail, telecom, service industries
Comparison Search IntentUnderstanding roles involving Amazon Connect and analyticsCustomer service performance and support roles

The Amazon Connect Business Analyst focuses on analyzing contact center data and optimizing Amazon Connect systems, often working with technical teams. In contrast, a Customer Service Analyst primarily evaluates customer interactions and service quality. While both roles involve customer data, the Business Analyst emphasizes system and process improvements within Amazon Connect environments.

What are popular job titles related to Amazon Connect Business Analyst jobs?

For Amazon Connect Business Analyst jobs, the most frequently searched job titles are:

Infographic showing various Amazon Connect Business Analyst job openings in the United States as of September 2026, with employment types broken down into 1% Internship, 83% Full Time, 14% Part Time, and 2% Contract. Highlights an 88% Physical, 3% Hybrid, and 9% Remote job distribution, with an average salary of $98,662 per year, or $47.4 per hour.

Amazon Connect Developer- R01570794

Saint Louis, MO • Remote

Brillio
IT Services • 5 - 10K employees
Learn more about Brillioexternal

$80 - $83/hr

Full-time

Posted 5 days ago

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.

Consultant
Primary Skills
  • AWS Elastic Beanstalk, AWS Lambda, Amazon CloudFront, Amazon API Gateway, AWS Step Function
Job requirements

Amazon Connect Developer - Healthcare Contact Center Technology

Role Summary
  • The Lead Systems Engineer – Amazon Connect will be responsible for designing, implementing, optimizing, and supporting cloud-based contact center solutions for healthcare payer and provider environments. This role requires deep hands-on experience with Amazon Connect and related AWS services, along with the ability to translate business, operational, compliance, and patient/member experience requirements into scalable, secure, and reliable contact center solutions.
  • The ideal candidate will lead technical delivery across contact flows, IVR routing, conversational AI, automation, integrations, monitoring, and production support. The role will partner closely with business stakeholders, product owners, architects, developers, QA teams, operations, and compliance teams to modernize contact center capabilities while ensuring high availability, regulatory alignment, and operational excellence.
Key Responsibilities
  • Lead the design, development, configuration, and deployment of Amazon Connect-based contact center solutions for healthcare operations.
  • Build and maintain contact flows, IVR logic, routing profiles, queues, hours of operation, quick connects, callback flows, emergency messaging, holiday routing, and dynamic messaging.
  • Develop and support integrations using AWS Lambda, Amazon Lex, Amazon DynamoDB, Amazon S3, Amazon Kinesis, Amazon CloudWatch, and other AWS services.
  • Design conversational AI and self-service experiences using Amazon Lex to improve caller containment, reduce agent workload, and enhance member and patient experience.
  • Implement custom business logic and automation using AWS Lambda functions written in Python, Node.js, or Java.
  • Support migration from legacy contact center platforms such as Avaya, Cisco to Amazon Connect.
  • Partner with healthcare business teams to understand member services, provider services, claims, eligibility, prior authorization, pharmacy, and care management workflows.
  • Ensure that contact center solutions support healthcare compliance needs, including HIPAA-aligned handling of PHI, secure data exchange, auditability, and access controls.
  • Create and maintain technical design documents, deployment runbooks, operational procedures, troubleshooting guides, and knowledge transfer materials.
  • Lead issue triage, root cause analysis, performance tuning, incident response, and post-production stabilization for Amazon Connect environments.
  • Collaborate with QA teams to validate call routing, IVR prompts, integrations, data lookups, failover behavior, reporting, and end-to-end customer journeys.
  • Contribute to CI/CD automation, infrastructure as code, release governance, and environment management using tools such as Terraform, CloudFormation, Git, and Jenkins or similar platforms.
  • Provide technical leadership, mentoring, code reviews, and guidance to engineers working on Amazon Connect and AWS contact center solutions.
Required Qualifications
  • 10+ years of experience in systems engineering, cloud engineering, contact center engineering, or application integration roles.
  • 3+ years of hands-on experience designing, building, and supporting Amazon Connect solutions.
  • Strong knowledge of Amazon Connect components, including contact flows, queues, routing profiles, users, security profiles, hours of operation, prompts, attributes, CTRs, and real-time metrics.
  • Hands-on experience with AWS Lambda, Amazon Lex, Amazon DynamoDB, Amazon CloudWatch, and Amazon S3.
  • Experience developing serverless integrations and automation using Python, Node.js, Java, or similar programming languages.
  • Experience with contact center technologies, telephony concepts, SIP, IVR, ACD routing, call recording, call transfers, callback, and queue management.
  • Experience integrating Amazon Connect with enterprise systems such as CRM, claims platforms, eligibility systems, knowledge bases, workforce management tools, reporting platforms, or data warehouses.
  • Strong understanding of production support practices, monitoring, alerting, incident management, root cause analysis, and change management.
  • Ability to create clear technical documentation and communicate complex technical concepts to business and technical stakeholders.
  • Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related discipline, or equivalent professional experience.
Preferred Qualifications
  • Experience supporting healthcare payer, provider, pharmacy benefit management, or managed care contact center environments.
  • Knowledge of HIPAA, PHI handling, PCI considerations, security controls, audit logging, and healthcare compliance expectations.
  • Experience with Amazon Connect Contact Lens, Amazon Connect Cases, Customer Profiles, Amazon Q in Connect, Amazon Transcribe, Amazon Comprehend, Amazon Athena, and QuickSight.
  • Experience with CRM integrations such as Salesforce, ServiceNow, Microsoft Dynamics, or custom healthcare platforms.
  • Experience with automation frameworks, CI/CD pipelines, infrastructure as code, automated testing, and deployment governance.
  • AWS certifications such as AWS Certified Solutions Architect, AWS Certified Developer, AWS Certified SysOps Administrator, or AWS Certified DevOps Engineer.
  • Experience leading offshore/onshore delivery teams and coordinating complex releases across multiple business groups.
  • Healthcare Domain Expectations
  • Understand the importance of secure, reliable, and compliant communication channels for members, patients, providers, brokers, and care teams.
  • Design solutions that support high-volume seasonal demand, including open enrollment, claims spikes, prior authorization activity, care management outreach, and service disruption scenarios.
  • Ensure IVR and routing designs improve caller experience, reduce transfers, support accessibility, and provide accurate self-service options.
  • Collaborate with compliance, privacy, security, and operations teams to ensure PHI is protected across prompts, call recordings, transcripts, logs, integrations, and reporting pipelines.
  • Support operational reporting and analytics that help business teams monitor service levels, abandonment, containment, first-call resolution, agent productivity, and customer experience trends.
Key Competencies
  • Technical leadership and ownership
  • Cloud-native engineering mindset
  • Strong analytical and troubleshooting skills
  • Healthcare compliance awareness
  • Effective communication with business and technology stakeholders
  • Ability to balance scalability, security, reliability, cost, and speed of delivery
  • Mentoring and collaboration across distributed teams

Know more about Brillio : https://www.brillio.com/join-us/

PPE: https://www.brillio.com/platform-and-product-engineering/


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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