Brillio

Consultant

• Consultant role in Digital Engineering

Call Center Representative

• 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.

Contact Center Architect – Healthcare, Amazon Connect

Software Engineer

• 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.

AWS Kinesis Developer

Human Resources

• Partner with business and HR leaders to execute on a very contextual people strategy and a global talent management model
• Understand the business and propose changes to add value on people dimensions.
• Provide HR consulting and advisory to managers and leaders on improving leadership, team and organizational effectiveness through fair and consistent advice on HR programs, policies and other key people related decisions.
• Design and drive the engagement charter for the business.
• Proactively seek and drive data driven insights, conversations and decisions with the business leaders
• Work with business leaders and COEs (Rewards, OD, L&D, etc.) to evolve the design and operations of programs to meet current and/or future needs
• Drive a high performance culture through an effective implementation of the Performance management system.
• Own with business, people development and talent management strategies specific to the business context.
• Utilize total rewards principles including compensation & benefits to drive critical actions
• Partner with business leaders for proactive retention strategies.
• Design and drive short term to long term strategies for attrition control.
• Be the custodian of harboring and nurturing the mission, vision and values of Brillio
• In this role you will be responsible for managing the engagement at location

Lead, HR

Data Engineer

• Design scalable and secure Databricks Lakehouse architectures
• Lead implementation of data engineering, ingestion, transformation, and analytics frameworks
• Define enterprise data governance and security standards using Unity Catalog (UC)
• Architect CI/CD, DevOps, monitoring, and automation for Databricks environments
• Optimize Spark workloads, cluster utilization, and platform cost efficiency
• Collaborate with business, security, infrastructure, and data teams on enterprise data initiatives
• Design data integration patterns across cloud, APIs, MDM, and enterprise systems
• Support migration and modernization from legacy data platforms to Databricks
• Establish best practices for performance, scalability, governance, and operational excellence

Senior Data Architect

DevOps Engineer

• Work directly with customer business and technology teams to design, build, and deploy AI-driven solutions
• Engage in product discovery, partner with customer stakeholders
• Translate business objectives into a clear delivery plan
• Build production-grade services, APIs, and workflow integrations using Python
• Design and deploy cloud-native components on AWS
• Troubleshoot issues in real environments
• Drive adoption by aligning stakeholders with solutions

Forward Deployment Engineer

Data Analyst

• 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.

Senior Data Scientist, Data Analytics

• 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.

Lead Data Analyst

• Design, develop, deploy, and support Amazon Connect–based IVR solutions
• Build and maintain IVR contact flows and serverless services
• Implement secure configuration and secrets management
• Ensure high quality through resilient design and validation of failure scenarios
• Develop and maintain AWS Lambda functions supporting IVR workflows
• Build and maintain API endpoints consumed by IVR flows

AWS Telephony, IVR Application Developer

Program Manager

• Define and own the product vision, strategy, and roadmap aligned with business objectives.
• Gather and prioritize business requirements from stakeholders, customers, and market research.
• Convert requirements into clear user stories, acceptance criteria, and product backlog.
• Work closely with engineering, UX/UI, QA, and DevOps teams to ensure timely and high‑quality delivery.
• Lead Agile/Scrum ceremonies including backlog grooming, sprint planning, and retrospectives.
• Drive product launches, validating readiness across technology, operations, and stakeholders.
• Monitor product performance using KPIs, metrics, and customer feedback, and drive continuous improvements.
• Manage dependencies, risks, and trade‑offs across multiple workstreams.
• Act as the primary point of contact for product‑related decisions and stakeholder communications.
• Ensure compliance with organizational standards, security, and regulatory requirements (as applicable).

• Work with clients to define digital strategy and execution roadmap
• Design and implement differentiated digital solutions to deliver measurable value
• Own root cause channel initiative program ensuring customer service improvement initiatives are aligned and executed against business objectives
• Lead specific root cause initiatives and collaborate with various teams
• Identify root causes and recommend product, process, and training opportunities
• Lead multiple channel initiatives focused on call deflection and chat containment
• Use customer data to identify pain points in customer and agent experiences
• Collaborate with departments for alignment on recommendations
• Quantify impact of pain points and recommended changes
• Oversee multi-focused initiatives across customer service

CX Program Manager, Channel Initiatives Specialist – Six Sigma, Contact Center

Product Manager

• 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.

Senior Product Owner – Healthcare Provider

Data Scientist

• Create Proof of concepts (POCs) / Minimum Viable Products (MVPs)
• Influence machine learning strategy for Digital programs
• Make solution recommendations that appropriately balance speed to market
• Explore design options to assess efficiency and impact
• Develop analytical / modelling solutions
• Formulate model-based solutions combining ML algorithms
• Design, adapt, and visualize solutions
• Create algorithms to extract information from large data sets
• Deploy algorithms to production
• Compare results and recommend optimal techniques
• Develop and embed automated processes
• Work on multiple pillars of AI
• Provide guidance and leadership to junior data scientists
• Lead discussions at peer review

• Perform UAT verification for new analytics deployments — testing event firing in Adobe Analytics (e.g., e-commerce events, custom events), verifying data collection accuracy, and signing off on launch readiness
• Investigate and document data quality issues — tracing discrepancies through multiple data layers (Adobe Analytics → AEP → Databricks → Dashboard) and producing clear write-ups of root cause and resolution
• Contribute to weekly web metrics review — pulling standard metrics, flagging anomalies, and preparing summary materials for the analytics lead
• Support ad-hoc analysis requests from the MarTech and marketing teams — pulling data from Adobe Analytics, CJA, or Databricks to answer time-sensitive questions
• Maintain sub-channel and channel definition documentation — updating classification logic as new traffic sources or campaign types are introduced

Consultant

Contact Center Architect – Healthcare, Amazon Connect

AWS Kinesis Developer

Lead, HR

Senior Data Architect

Forward Deployment Engineer

Senior Data Scientist, Data Analytics

Lead Data Analyst

AWS Telephony, IVR Application Developer

Consultant

Program Manager

CX Program Manager, Channel Initiatives Specialist – Six Sigma, Contact Center

Senior Product Owner – Healthcare Provider

Data Scientist

Customer Journey Analytics Consultant