Business Process Analyst Job at VDart Inc, Massachusetts

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  • VDart Inc
  • Massachusetts

Job Description

Job Title: Business Process Designer

Location: Remote
Duration: 6 Months

  • Healthcare industry experience is required.
  • Candidates must have 6+ years of experience in Conversational AI design, business process analysis, business process design, and process mapping and analysis.
  • Experience with business process analysis tools is required.
  • Nice-to-have skills are the same as the core requirements, with additional depth in Conversational AI and process optimization methodologies.

Job description:

  • Lead CX design for Amazon Connect implementations, from current-state assessment through contact flow build and conversational AI configuration.
  • This is a design and consulting role, not application development.
  • Serves as primary liaison between business stakeholders and the technical delivery team.
  • Certifications: AWS Practitioner/Associate (minimum) | Amazon Connect Badge or Specialty designation

The Work:

  • Facilitate discovery workshops; translate business requirements into flow specs, routing logic, and queue design
  • Design and implement contact flows, transfer flows, whisper flows, IVR trees, and routing profiles in Amazon Connect
  • Design Lex v2 conversational experiences including intent architecture, slot design, fallback handling, and containment strategy
  • Configure Amazon Q in Connect, Contact Lens, and agent assist features
  • Define integration requirements for CRM, WFM, and CTI platforms, coordinate with developers on Lambda and API implementation
  • Use Claude, Kiro, and GitHub Copilot to accelerate documentation, flow logic drafting, and design artifact generation

Basic Qualifications:

  • 5+ years professional experience; bachelor's degree or equivalent
  • 2+ years hands-on CCaaS implementation; Amazon Connect preferred, Cisco, Genesys, NICE considered
  • Experience designing contact flows, IVR trees, or call routing on any CCaaS or on-premises platform
  • AWS Associate certification (minimum)

Preferred:

  • Enterprise-scale Amazon Connect experience across flows, Lex, Contact Lens, and Connect APIs
  • CRM/WFM integration experience: Salesforce, ServiceNow, Dynamics, Verint, Calabrio
  • Light scripting capability in Python, JavaScript, or Node.js for developer collaboration
  • Telephony fundamentals: SIP, PSTN, toll-free routing, number management

Key Skills: Business process analysis, CCaaS, IVR, Healthcare

Job Tags

Full time, Remote work

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