Job Title: Business Analyst - Conversational AI & Contact Center ModernizationSummary:We are seeking a highly motivated Business Analyst with experience in Conversational AI and a proven track record of modernizing legacy contact center platforms. In this role, you will play a key part in our initiative to enhance customer experience through the implementation of conversational AI solutions.Responsibilities:Partner with stakeholders across the organization (Customer Experience, IT, Operations) to understand customer needs and identify opportunities for automation and self-service using Conversational AI.Work with the development team to translate business requirements into functional specifications for conversational AI solutions (chatbots, virtual assistants).Possess a strong understanding of Kore.AI platform (ideally) or similar Conversational AI platforms to configure and manage chatbot workflows, intents, and entities.Analyze contact center data to identify trends and opportunities for improvement, specifically focusing on areas where AI can automate tasks and improve customer experience metrics (e.g., CSAT, FCR).Develop and maintain documentation for conversational AI solutions, including user guides and training materials.Collaborate with IT teams to ensure seamless integration of conversational AI solutions with existing contact center platforms and CRM systems.Monitor and analyze the performance of conversational AI solutions, identifying areas for improvement and recommending optimizations.Stay up-to-date on the latest trends and advancements in Conversational AI technologies.Qualifications:Bachelor's degree in Business Administration, Information Systems, or a related field.Minimum 3+ years of experience as a Business Analyst with a focus on customer experience (CX).Proven experience in analyzing contact center data and identifying opportunities for improvement.Strong understanding of Conversational AI concepts and capabilities (ideally with Kore.AI experience).Excellent written and verbal communication skills, with the ability to translate technical concepts into clear, concise language.Strong analytical and problem-solving skills.Ability to work independently and as part of a cross-functional team.Experience with user story development and user experience (UX) principles is a plus.











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