Brillio

• We are seeking a hands-on, business-savvy Contact Center Architect to own the end-to-end design of our healthcare contact center on Amazon Connect, spanning member, provider, and self-service experiences. • The ideal candidate is a genuine “jack of all trades”: equally comfortable whiteboarding a contact flow with a business sponsor, debating IAM and PHI handling with security, and pairing with developers on a Lambda integration. • Drive the conversation with the business — lead working sessions with operations, member/provider experience, product, and compliance stakeholders to surface goals, pain points, and the “why” behind every requirement. • Bridge business and IT — translate business intent into clear technical requirements for development teams, and translate technical constraints and trade-offs back into language the business can act on. • Earn and keep trust — act as the single, credible point of contact who both sides rely on; embrace the customer's perspective and represent it faithfully throughout delivery. • Facilitate decisions — run design reviews, build consensus across competing priorities, and keep initiatives moving without losing either business value or technical integrity. • Own the end-to-end architecture of the Amazon Connect contact center across member, provider, and self-service journeys. • Design IVR / IVA and contact flows, routing strategies, queueing, and omnichannel (voice, chat, callback) experiences optimized for self-service and containment. • Architect caller authentication and identity flows — including data-driven verification, integration with member/provider systems of record, and secure handling of PHI/PII. • Establish monitoring, logging, and alerting (e.g., CloudWatch) and define the KPIs that matter — authentication rate, self-service / containment rate, average handle time, and deflection.

• Design and implement a scalable AWS architecture to migrate call recordings and analytics from Calabrio to Amazon Connect. • Build serverless and microservices-based applications using AWS Lambda, Amazon API Gateway, and Amazon SQS. • Develop dashboards and administrative tools using React, Angular, or Vue.js. • Develop automated scripts to migrate historical call recordings, transcripts, and metadata. • Build and maintain CI/CD pipelines using GitHub Actions, Atlassian Jenkins, or AWS CodePipeline. • Implement encryption, access controls, and audit logging using AWS Key Management Service, AWS Identity and Access Management, and AWS CloudTrail. • Partner with contact center, infrastructure, security, and business stakeholders.

• Perform deep data analysis to identify trends, anomalies, variances, and forecasting improvement opportunities. • Support senior data scientists with model inputs, backtesting, validation, and performance analysis. • Monitor forecast accuracy, bias, and overall health of forecasting solutions. • Analyze data quality issues and understand business drivers. • Build analytical datasets and reports to support forecasting and supply chain planning. • Develop dashboards and KPI reporting using Power BI or similar analytics platforms. • Collaborate with business teams and data scientists to improve decision-making. • Automate recurring analysis using SQL and Python. • Ensure strong data governance and reliable data availability.

• Lead Data Analyst needed in New York, NY and various unanticipated locations throughout the U.S. Utilize the power of solutions that can be driven through Visualization and ETL tools. • Establish connection with different teams to evaluate the automation and service management offerings Python can bring in. • Drive discussions with various teams to foresee opportunities to unify the operations console across businesses. • Implementation of Customer Dashboard and Reports for real-time performance view of SLA. • Work on SQL Server (or client specific RDBMS) developing customized codes and testing. • Responsible for creating operational insights for telecom network related data from Fuze and integrate with other data sources to identify revenue growth/cost optimization/operational efficiency opportunities. • Interpret data and define new KPIs for data analysis from multiple sources. • Use data visualization and other data-gathering methods to either provide internal strategic direction or guide decisions for other teams for new tower builds, OFS analysis, Fallout analysis, compliance and usage adoption. • Work on acquiring data from primary or secondary data sources and preserve the data integrity of these sources using SQL, Python and other analytical tools. • Create powerful data visualizations using tools like Tableau and Looker. Focus on the overall service quality and timely execution of the project. • Active participation and contribution to all service improvement initiatives to ensure they are aligned to our customers’ expectations. • Successfully implement multiple Analytics/IT projects by providing the technology knowledge and vision to support the company’s business objectives and evaluate and recommend all software for business processes. • Be accountable for all aspects of service delivery in conceptualization, planning, design, automation, transition, and delivery. • Understand clearly operational definitions for all processes; understand how to measure all critical data points in the processes, improve any irregularities reported because of the Metrics Dashboards. • Proactively initiate Process Improvements keeping in mind inputs from Audit Process. Manage Process & Framework.

• Act as the primary product lead for provider-centric platforms and workflows. • Own product vision, roadmap, backlog, prioritization, and execution for provider-related initiatives. • Drive modernization of provider lifecycle capabilities including: Provider onboarding, Credentialing & recredentialing, Provider data management. • Translate complex business processes into scalable digital products and engineering outcomes. • Drive continuous improvement using product analytics, operational metrics, and user feedback. • Leverage advanced AI tools for rapid ideation, prototyping, workflow visualization, and product design acceleration. • Collaborate with: Engineering teams, Architects, Provider operations, Claims teams, Network management, Compliance, Analytics and reporting teams.

• Define product strategy and roadmap for software products supporting pharma manufacturing and operations. • Lead end-to-end product development from concept through launch and continuous improvement. • Work closely with engineering, design, QA, operations, and business stakeholders to translate business needs into clear product requirements. • Gather, prioritize, author, and manage product requirements, user stories, and acceptance criteria. • Collaborate with geographically distributed cross-functional teams across time zones. • Ensure solutions align with pharma manufacturing workflows, compliance expectations, and enterprise system integrations (e.g. ERP, SCADA, LIMS). • Partner with stakeholders to support product adoption, training, and release readiness. • Track product performance, gather feedback, and use data to guide roadmap decisions.

• Identify & Prioritize High-Impact AI Use Cases • Drive Rapid Experimentation • Build & Deliver AI-Enabled Products • Bridge Business, Clinical, and Technology Teams • Embed AI into Real Workflows • Measure Impact & Scale

• Reimagine and redesign healthcare processes using AI-first principles • Identify opportunities to replace or augment manual workflows with AI agents • Partner with business stakeholders to translate problems into working AI solutions • Design, build, and deploy AI agents for enterprise workflows • Implement multi-agent systems using LLMs (prompting, memory, tool usage) • Rapidly prototype and productionize solutions using platforms such as: OpenAI, Anthropic, Google (Gemini) • Embed with client teams (business + IT) to Whiteboard solutions • Build prototypes in days/weeks • Deploy and iterate rapidly • Operate as a trusted advisor + builder, not just a developer • Leverage AI across the full software lifecycle: Code generation and refactoring, Automated testing and validation, Documentation and observability • Drive productivity improvements across engineering teams • Train business and ops teams to use AI tools and agents effectively, build and iterate workflows independently, develop reusable playbooks and frameworks • You will work on transforming core healthcare processes such as: Claims Processing & Adjudication, Automate intake, validation, and exception handling • Prior Authorization - AI-driven clinical review, decision support, and workflow orchestration • Member & Provider Contact Center - Intelligent agents for call routing, resolution, and digital containment • Provider Data Management - Data intake, validation, and directory accuracy • Care Management & Utilization Review - AI-assisted case management and risk identification • Revenue Cycle & Payment Integrity - Fraud, waste, and abuse detection using AI

• Main focus on FX (Foreign Exchange) • Understanding the business use case for development/customization requirements for various modules • Prioritization of stories based on business needs. • Coordination with the team and develop stories. • Resolution of production issues, analyze and fix (whenever occurred) • Review of code changes/analysis document/test cases • Always maintain quality adherence and delivered high quality optimized code

• Support and maintain Azure-based cloud infrastructure powering the Playa platform. • Manage and optimize Azure Virtual Desktop (AVD) environments. • Assist in the onboarding of desktop products onto the Playa platform. • Support the implementation and rollout of new product features and add-ons. • Troubleshoot and resolve infrastructure and application-related issues. • Collaborate with development teams to support .NET desktop application deployment and operation in the cloud. • Monitor system performance, availability, and reliability, ensuring optimal user experience. • Contribute to automation and operational efficiency improvements. • Participate in incident management, root cause analysis, and continuous improvement. • Work within SCRUM/Agile teams, contributing to sprint planning, stand-ups, and retrospectives. • Document operational procedures, configurations, and best practices.