Responsibilities:

Gather and analyze business requirements from stakeholders, product teams, and clients to understand needs and objectives.
Analyze contact center processes (e.g., agent workflow, call routing, QA, KPI metrics) to identify pain points and propose AI-driven improvements.
Translate business needs into clear Business Requirement Documents (BRD), Functional Specifications, User Stories, and Acceptance Criteria.
Act as a bridge between business users, operations teams, product teams, and technical delivery teams.
Support the design of AI Contact Center use cases, such as Agent Assist, Chatbots, Voicebots, Knowledge Base, and Auto QA.
Facilitate workshops, requirement sessions, and solution discussions to drive consensus across technical and non-technical audiences.
Work closely with Solution Architects, Developers, and AI Engineers to ensure requirements align with the product vision.
Participate in Agile ceremonies, support UAT, analyze user feedback, and monitor feature performance for continuous improvement.
Evolve toward a Product Owner role by gradually owning the product backlog, defining product strategy, and driving data-driven product decisions.

Qualifications:

At least 2–5 years of experience as a Business Analyst, System Analyst, or similar role.
Solid understanding of Contact Center operations, voice/chat channels, agent workflows, and performance metrics (AHT, FCR, CSAT).
Ability to communicate effectively with technical teams, with familiarity in APIs, data flows, and system architecture basics.
Strong analytical and problem-solving skills with excellent structured thinking and documentation abilities.
Experience working with Agile/Scrum methodologies.
Experience with Contact Center platforms (e.g., Genesys, AWS Connect) or Customer Experience systems is highly preferred.
Basic knowledge or experience with AI, conversational AI, NLP, or LLM concepts is a strong plus.
Strategic thinker with a product-first mindset who is curious about automation and capable of simplifying complex technical concepts.
Good command of both Thai and English

Business Analyst (Contact Center & AI Solutions)