Business Analyst (Amazon Connect)

Location: Brazil; 100% remote. Current legal authorization to work in Brazil is required.

Company

hirify.global is an AI-first cloud services company and AWS Premier Tier Services Partner specializing in AI, cloud modernization, application development, data and analytics, DevOps, managed services, security, and customer experience transformation.

What you will do

• Lead discovery workshops with contact center operations, IT, compliance, and other customer stakeholders.
• Translate business requirements into functional specifications, user stories, acceptance criteria, process maps, AI agent scripts, BRDs, traceability matrices, and UAT plans.
• Map legacy platforms such as Avaya, Genesys, and NICE to Amazon Connect, identifying configuration gaps and custom development needs.
• Analyze contact center KPIs, recorded calls, chats, and cases to identify undocumented processes, quality trends, and self-service containment failures.
• Facilitate requirement reviews, UAT, defect triage, change management, and project governance with customers and delivery teams.
• Mentor junior business analysts, contribute reusable discovery assets, and support pre-sales and contact center engagement scoping.

Requirements

• 5+ years of business analysis experience and at least 1 year supporting contact center, CCaaS, or customer experience technology implementations.
• 5+ years of experience analyzing call center interactions as a process discovery methodology.
• Working knowledge of Amazon Connect or comparable CCaaS platforms such as Genesys, Avaya, Cisco, or NICE.
• Ability to write functional requirements, user stories, and acceptance criteria directly usable by engineering teams.
• Knowledge of contact center KPIs including AHT, containment, CSAT/NPS, SLA, and retention, plus strong workshop facilitation and stakeholder management skills.
• Proficiency with Jira, Confluence, Lucidchart or Visio, Figma, Microsoft Office, and basic SQL or reporting tools.

Nice to have

• Experience with conversational AI and self-service platforms such as Amazon Lex or Amazon Q in Connect.
• Experience in government, healthcare, or financial services environments.
• Consulting or client-delivery experience and familiarity with QuickSight, Tableau, or Power BI.
• Experience with Python and AI tools.

Culture & Benefits

• 100% remote work with a worldwide team.
• Generous holidays and flexible paid time off.
• Phantom equity, peer bonus awards, and equipment and office stipends.
• Payment for exams and certifications, an individual professional development plan, and an annual learning and development stipend.
• State-of-the-art laptop and work tools.