Product Analyst (Telephony/Contact Centers)- R01552991

Brillio

  • Saint Louis, MO
  • $75.00-80.00 per hour
  • Permanent
  • Full-time
  • 1 month ago
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. \nSpecialization
  • Product Management: Senior Business Consultant
Job requirementsSummary:-We are seeking a Product Analyst with a strong background in Telephony systems, Contact Center technologies, and the healthcare industry to join our product team. This role plays a critical part in shaping the tools and technologies that improve patient and provider communication, operational efficiency, and customer satisfaction.As a Product Analyst, you'll act as a bridge between business stakeholders, technology teams, and end-users. You'll gather and analyze data, define product requirements, and support the delivery of solutions aligned with strategic business goals in the healthcare domain.Key Responsibilities:
  • 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.
Required Qualifications:
  • 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.
Preferred Qualifications:
  • 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).
\n$75 - $80 an hourKnow more about Brillio : https://www.brillio.com/join-us/PPE: https://www.brillio.com/platform-and-product-engineering/Equal Employment Opportunity DeclarationBrillio 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.#LI-PS1\nKnow what it's like to work and grow at Brillio:

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