Product Analyst (Telephony/Contact Centers)- R01552991
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.
- Product Management: Senior Business Consultant
- Analyze and document business needs related to telephony and contact Center operations in a healthcare environment.
- Collaborate with cross-functional teams (Product Managers, Engineers, UX Designers, Operations) to define and refine product requirements.
- Conduct gap analysis, process mapping, and identify areas of improvement in current communication workflows.
- Evaluate performance metrics and KPIs for telephony and contact center systems; provide actionable insights and recommendations.
- Assist in roadmap planning and prioritization based on business value, technical feasibility, and regulatory requirements.
- Work with vendors and internal IT to support telephony integration (e.g. VoIP, IVR, ACD, CTI) within healthcare systems such as EMRs, CRMs, and patient portals.
- Ensure compliance with HIPAA and other relevant regulations in all contact center product solutions.
- Conduct user acceptance testing (UAT) and support product launches and rollouts.
- Bachelor’s degree in Business, Healthcare Administration, Computer Science, or a related field.
- 10+ years of experience in a Product Analyst or Business Analyst role, with direct exposure to telephony or contact center platforms (e.g., Genesys, Cisco, Five9, NICE, Twilio).
- Experience in healthcare or health tech environments, understanding key workflows, privacy and compliance requirements.
- Strong analytical and problem-solving skills with the ability to interpret complex data and translate into actionable insights.
- Excellent communication skills; ability to collaborate with both technical and non-technical stakeholders.
- Familiarity with electronic medical records (EMRs) such as Epic, Cerner, or Athenahealth.
- Knowledge of HIPAA, HITRUST, or similar compliance frameworks.
- Experience with customer journey mapping and contact center analytics tools.
- Working knowledge of Agile or SAFe methodologies.
- Experience with BI tools (e.g., Tableau, Power BI) or data analysis platforms (e.g., SQL, Excel).
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