Business Analyst (Contact Center & AI Solutions)

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 25 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.